General advice in this situation is to sit on your hands. Given what happened there will be thousands of bags and people in a similar situation. I appreciate you were told you'd hear more by 7pm, but realistically that was never going to happen. (and to probably said to get you out the door and them onto the next person, who will hear the same)

The people on live chat, bless them, are generally barely better than primitive chat bots and will basically have access to the same information as you.

You might find it beneficial to use WorldTracer (https://wtrweb.worldtracer.aero/filedsp/qr.htm) with the reference you were given, that will be the most up to date place to check and better than calling the call centre.