I am sorry to hear that. I have issues with how CS handles ticket communications but am not in a position to fix that. Sometimes an explanation of the whole system really helps the player understand their options, along with what can’t be done. It reduces a lot of frustration when given the “why” part, not just a flat answer.
I hope you were able to resolve your dispute with the other player by Ignoring them or otherwise reporting them.
That is not something GMs can help you with. They don’t take Bug Reports and are not allowed to fix individual bugs for players - with rare exception if approved by the Devs. To report bugs you are supposed to use the in-game bug report tool, or the Bug Report forum. You won’t get an individual reply. Bugs get fixed in patches that impact everyone at once, not a single account alone.
The disconnect between what GM’s/CS can do and player expectations sets people up for a lot of frustration and GMs up for a lot of negative interactions/tickets they can’t help with. They WANT to help, but have limits based on tools and policy. When people ask them to do things they can’t do, nobody wins or is happy.
This article on what GMs handle, and don’t handle, is good at helping players understand what to expect. Nobody is asking players to LIKE the limits, but at least they won’t be wasting their time getting frustrated when a ticket won’t help.
When in doubt, the CS forum is an Information Desk to help folks navigate the Support system, explain policies, explain services, etc. You can always ask there before wasting your time and find out if it is something they can help with. If so, what the best way of going about it is. Many things have self help tools now so you don’t even have to wait.