Live chat is only for a small select set of issues, mostly related to Billing, Account access, and some Tech Support.
Refunds are not something they usually do via live chat. They have an automated tool that grants refunds now if you qualify, and if not you put in a ticket to have a GM review it.
What you are asking about is considered a “game hint” or a Bug report.
GMs are not allowed to give game hints and explain how the game works. They are also not the proper way to submit a bug report.
It seems, based on the replys here, that there is no bug. That what you want is to provide feedback about heirloom scaling.
Again though, seeing as they can’t give game hints and don’t take bug reports, there is not even a ticket option for that much less a Live Chat.
This article on what a GM can (and can’t) do might help.