Status means nothing when it comes to customer support. You're simply "helped" first by an incompetent offshore agent who is probably paid/rated on numbers of closed tickets and not how well they solve problems.

I'm a Platinum, and I had a promo on Uber Eats that did not apply to any restaurants at all in the Uber Eats app. I sent them a question on Twitter, and I got an offshore agent that answered in broken English that "Your promo was applied correctly, and you did not pay for the delivery fee" Well of course I didn't pay for a delivery fee! I didn't place the order because the promo wasn't working!

Told them on Twitter thanks for nothing, and I will no longer use Uber Eats in the future because I'm not confident that they'd be able to help if something went wrong with an order.