They did have one and people called it for all sorts of things that GMs couldn’t help them with. People would wait on hold for hours to be told the same. Now they have a system where if it’s something that can be resolved via a call back (Tech support and Billing) then the option will be available to receive a call back.
As for the reason it’s difficult for you to open a ticket for your specific issue, it’s because a GM can’t fix it for you. In fact, it would appear to just be a display issue.
I’m not sure why Nobully’s link isn’t working for me (Edit: it’s working for me now) , but I’ll try to link it here too: