Yeah, that has the absolutely familiar feel of dealing with Facebook or any similar-size corporation. The only permitted contact is by methods they decide on which allow you to ask questions that they dictate. If they then fuck up, you have NO route. Of course you can always sent actual mail to one of their corporate addresses. If that then goes wrong then you're into the game of "who can afford more lawyers?".
Amazon, for instance, used to have a phone-back service to deal with problems that slipped through their "pre-determined question/answer" web pages. Gone now.