It’s so unfortunate when Shopify fails to noticed people . What you’re experiencing is known as the Shopify lack of support experience. Just type in “customer service sucks” in the community search bar and you’ll notice there are countless of others fed up with this same issue as you have.
take a deep breath and try to reach out to other users from other posts. Seems to be the only true support you will get on the Shopify platform. Yes Shopify customer service sucks badly and they have falsely advertised.