Glad to hear you got an update to your latest ticket. When things are sent up to specialists the GM closes that ticket because it is all they can do from their end. Your next update comes after the investigation finishes. This is NOT at all intuitive. The way they close them makes people think the investigation part is closed too. It is not.
I also suggest you use the CS forum. That is an Information Desk to help navigate support issues, explain policies, explain services, etc.
You are not the only one having chat issues that are being investigated! This whole thread has a couple people in it along with Blue replies. As of today’s reply theirs are also escalated for investigation.
To move a thread you use the edit pencil at the bottom of your first post. From the drop down list, select Customer Support and that should move your whole thread. I am sure they would love to consolidate similar cases so they have more data to troubleshoot with.