Customer Service reading from script, knows nothing

[DeniseWithCWRS]

I have been on a "live chat" with a "live agent" named Kia. For 45 minutes.

At issue: Our nonprofit was charged sales tax for the annual nonprofit Shopify subscription. We are not supposed to be charged sales tax. Last year, Shopify properly recognized our tax exempt status.

This agent is clearly reading from an incorrect script and understands ZERO about nonrprofits and sales tax. Closing in on an hour, and all "Kia" keeps saying is, "I’m still waiting for a response from our delegated team regarding the sales tax charge on your invoice." I keep asking to speak directly to the billing department. No luck.

Has anyone found a way to get through to a US-based ---- or at minimum, not someone sitting in India, Pakistan, or Tunesia --- who really understands Shopify and can help? Sales tax issues are super easy. If Shopify has lost our tax exempt form, I just need a place to send a new one.

Not sit for now one hour with a "CS agent" who has a script to read and cannot deviate from that.