Something similar happened to me.
I had to replace an expired card, procedure that triggered a chain of problems. On top of that, their poorly designed system also stopped my instance way before the deadline.
The support (even if they responded fast to my ticket) couldn’t / wouldn’t helped me in any way. I managed to solve the issue all by myself first time Monday next week using another CC
By the end of the month I have learned they charged me twice for the same instance because they say I have stopped and started the instance myself which is not true. All those problems were triggered by their faulty systems! Even so they were not willing to solve the issue.
I think their support staff is there just as a buffer to give the impression there is support. But in reality I don’t think they are much help to their customers.
Wonder if higher membership levels the support is same (poor). If that is true then it doesn’t worth paying more money for so low quality support.