Blizzard’s live interface has always been intended for Billing, Account access (password lost, authenticator issues, etc), and some Tech Support issues.
Those folks are not QA for bugs, not GMs for in-game issues, not Devs for game complaints, etc. That is also not how to appeal account actions. When they had an open dial in number though, people called it for all manner of things, including things not related to support at all. It used to have HUGE queues, if you could even get in at all and ran up cell phone mins once cell phone became a thing. They went to phone callback and Live Chat instead.
People have a tendency to not understand what Blizzard’s CS can do for them, or which channels are used for what.
This article can be really helpful sorting out what Blizz staff can, and can’t, do.