Why didn't you call them? It's much more efficient than chat and the agents are more useful (I wouldn't necessarily say more knowledgeable, but they can do more things, and escalate to bigger fish, if needed).

IMO/IME their customer service (over the phone) is better than every other OTA I've used, as well as most airlines and hotel groups. In fact, I'd even pay a small premium to book with them instead of directly with sketchy airlines.