Dear SirielJeaB

Thanks for paying attention and responding.

If the engineers have found the same issue in the UK, what have they done about it? It seems that was a few days back.

It is not hard to replicate our issue. Surely they know by now whether it's a software update? or not!

Someone in this thread alleged that they were already told it was a change.I personally can't verify that a change was made. However, inside the thread, you will find the words "the backend team had changed that in the latest update" . As you can appreciate, I have been trying to confirm this statement to no avail. Was this a truth being made to the customer, or worse, a dismissal by the employee?

How can those other people be advised of an alleged purposeful change when the engineers working on the issue don't know themselves at this point? 

If they were properly advised, why weren't we? How can one person be told it was a change and the other person be told to try a million things then be ignored?

So many questions and I look forward to your answers when you are able to definitively provide correct answers.

How come a simple test as I have pointed out hasn't been performed by the guy I have working on my case?

Will you be surprised to find out, if it happens, that this was actually a deliberate software change made without your chat expert/employees knowing anything about it from an internal document?

If so, then you will be really able to understand the failings of the several employees that have already provided meaningless suggestions, and why we are frustrated trying to obtain a simple answer. BTW, most of the employees answering the customers in this thread seem to have left the thread after a single attempt where they provided useless information, in my opinion.

Just trying to get to the bottom of the issue at hand and increasingly, address the lack of support for customers to assist your company in your education for your employees on the front line.

You, however, have been the only respondent from the company to me on this thread so far. I truly look forward to your follow-up

Thanks again for doing your job.