Yeah, that’s definitely not helpful, especially after being directed by that support article to create a ticket.
It is obviously a bug, anyone can see that, and it’s great that they’re aware of the bug and will fix it. But we’re past that point, in our cases the bug has already impacted our accounts and we need a GM to manually correct it, the support article says as much. Furthermore, there is even a post in the customer support forum with a blue reply confirming again that we need to contact a GM:
https://us.forums.blizzard.com/en/wow/t/pocket-pet-portal-stopped-working/687999
I imagine that there’s just a miscommunication somewhere, or GMs haven’t been caught up on the issue and what they need to do. Maybe I’ll post in the CS forum to see if we can get the right visibility and/or further clarification on what we’re supposed to do to get our accounts fixed.