@Randy156 Well, they will often close a case if they feel they've given you all the information you've asked for (whether they actually have or not is usually open to debate) and I think some of the younger, less experienced ones will do this quite quickly- they only half read what you've written, pick out some term like "refund" and then send you a link to the Help pages (which you've already perused and not found an answer to your issue) , sometimes not even having anything to do with what you're asking for. They will also close a case if you get nasty or impatient with them. Or if they've given you a decision that you then try to argue. But if you're just getting "case closed" before you ever get any answer at all, that seems weird and not normal in my experience. I've actually had pretty good luck with the chat system and they've never closed a case on me until it's reached its "nothing more to be done" stage or until I thank them for their help and say I don't need further assistance.
One thing I find helps is to personally engage them- "Thank you so much, I know you guys must have an often thankless task" "Don't know what time it is where you are, but have a nice rest of your day or evening as the case may be". These CS reps get yelled at all day by frustrated hosts and guests, they do appreciate it when people are nice to them. Even when they send me back some incompetent non-answer, I try to respond by tactfully pointing out to them that it seems they didn't quite understand my issue and go on to reexplain it as concisely and simply as possible.
