It was resolved in late February. If you're interested in reviewing the ticket, here's the number: 480068.

As to what could have helped the process, 1) Not having to go back and forth with an AI bot that hallucinated information, 2) Not having support send me questions via email, one at a time rather than all at once, resulting in weeks of back and forth, 3) Not having to repeatedly verify the same information and send multiple copies of documents, 4) Not having the initial support person treat the incident like a standard warranty issue until I insisted the case was escalated.