@Krystle38 Can I check a few elements of understanding:
1) Were the 19 consecutive reviews for the overall rating? It is ONLY the overall rating that contributes to your 4.92 rating
2) I wonder if support are looking at the Superhost stats when they gave you the 4.97 figure.
Doing some sums:
You have 65 reviews and an average of 4.92
If we go back 19 reviews earlier when you said you had a 4.92 rating
46*4.92 = 226.32
If the next 19 reviews were 5 stars then
226.32 + (19*5) = 321.32
giving an average of 321.32/65 = 4.94
So I suspect there is a misunderstanding as per item 1 or 2 above
