@Anonymous as usual on this topic just like many others in this community you deflect instead of solve.

I have called, I have chatted, and I have escalated only to get no results because largely what happens in every channel of communication is exactly what you did - deflection...and absent that, it's a fundamental misunderstanding of the simple words explaining a very clear problem with a very clear solution.

It's beyond frustrating to deal with the chronic misunderstandings!