If you want a decent interaction with someone that isn't using macros and juggling 4 to 6 chats at the same time, I recommend calling next time. Especially because it's a platinum card, I've had more success getting US-based customer service when that's my card I'm calling about.

And they did recognize the problem, I had Chase do this to me in 2004 and use it as an excuse to cancel a 0% APR 12mo promo. I paid that card off same day and haven't banked with them since.