I'm sorry, this sounds like a terrible experience. If you're comfortable, could you send me an email with the ticket # so myself or someone on the team can look into it? My email is zito@. Any additional context would be helpful too.
So once again we see that formal Google support channels are worthless, and the only way to get issues resolved is to complain in public.
Yes, that's how it works. Strong voice & solid platform equals instant assistance. Basically an influncer first support system. I don't go near them anymore.
This seems to be a case with a lot of companies, too (not just the giants). It's such a shame.