How to get a human support from “Trust and Security” team?

[latindan]

I got a bot-driven e-mail with a ticket ID from Shopify’s supposed “Sully” representative from the “Trust and Safety Team” threatening to add restrictions to my account on the basis that our store is “selling items that we consider to be  Pseudo-Pharmaceuticals  which are not supported on Shopify Payments, as outlined in section B(5) of our Shopify Payments Terms of Service”

I validated the claim on the respective policy and even asked for clarification, since I am 99.99% certain their claim is wrong and just a bad algorithm trigger!

I did 4+ messages back and forth in different attempts to get help (although the e-mail says to respond to email if any questions) and I repeatedly got short template-style response that just said the same thing again and again; I am now 100% convinced there isn’t even a Human-in-the-loop in their BOT!

Getting worst is I contacted support via chat and the advisor confirmed there is a human team and they have no visibility or control, nor any way to escalate or support further than to keep trying to respond to the email! The support is a real shame and horrible way to treat a business!

They’re about to forcefully and unjustifiably take down one of my key and custom products from my store unless I switch payment gateway for my whole store!  This is ridiculous and I see this is a terrible trend in customer support using incompetent bots without even having a qualified HITL at least! I need help!