Hey there! I’m sorry to hear about the troubles with the live channel option. Due to the limited hours of live chats being available, the wait time can spike up to quite a bit right when it opens since many others are putting in their tickets around the same time. When the ticket is submitted for live chat, it may take a bit of time to be connected to a game master depending on how busy it is, but we will always respond if the ticket is open and the live chat window is active.
I don’t see an open case submitted today, but an offline web ticket can be opened instead if the live chat window was missed. You can check on open tickets and status of those tickets here if you aren’t sure if a ticket was submitted or canceled.