However, a bit of sleuthing and you can sometimes find secret unadvertised support phone numbers they have that give premium support.
I found such a number for Airbnb (I don't remember what it was though, sorry) and they refunded me a $1.5k refund the frontline support refused to give me. And they did it on the spot.
I surmise these hidden support lines are for premium customers they actually care about.