Friend cannot view other friends that are online

Submitted a support ticket but was referred here. Original ticket #US69992472 as follows:

Friend, kchien#1599, cannot view me or any other friend if we are online. We are able to chat but only through battlenet. I am able to view his online status along with what he is playing but he cannot do the same for me. I can challenge him to a game, but after the client says that it is awaiting his response after a few seconds it says he declined. We were sitting next to each other observing what happens and noted that he does not receive a request. We made sure that the request was made to the correct user as well. We have made sure that the correct region is selected on both and Hearthstone. I have also made sure that I am not shown as offline. We have tried removing and readding each other but problem still persisted. We have tried on both OSX and mobile devices. We also have made sure that we are in the correct regions for both and Hearthstone, Americas.

Gamemaster’s response as follows:

I understand you and a friend are having some trouble with playing each other in Hearthstone.

I apologize for frustrations this may have caused you both. It sounds a bit like you both or one of you are on each others ignore list, but as you mentioned, you both are able to chat with each other in the Battlenet chat means you both are not being ignored.

This sounds like a bug that our Dev team may need to check out more and I recommend to post on the Bug Report forums for the Battlenet App section of the forums in the link below.

This is so we can have our QA and Dev team run some test on their to see if maybe there is something wrong with how the App is communicating between two accounts which could help resolve the problems you are having. Unfortunately I do not have any kind of work around, but if you run any kind of test and find any solutions, please provide them on the forums in case others are running into this as well while our Dev team continues to investigate this.

If you have anymore questions about the account, please let me know.