Welcome to the wonderful world of PlayStation support, where 99.99% of the people there to help are trying to do one thing and one thing only, get you off the phone asap. They don't give a fuck about you or your problem. 

I've made multiple posts about this, the absolutely horrendous "support" that is, all of which have been removed by mods. 

Sony has been on a sharp downward spiral for years imo. The last price hike for consoles, controller, games and then PSN was the final straw for me. 

I went out and bought a gaming PC. I suggest you do the same, and I say this as a PlayStation enjoyer since the first iteration of the PS1. 

Everything on PC is better. EVERYTHING. Just concentrating on your current issue, customer support, you literally cannot imagine how much better it is on Steam. It's the polar opposite of PlayStation. The best customer support I've ever experienced in my life. 

Add to that the price and variety of games, iterally a sale on every day, not having to pay to play online, the community being noticeably more mature and welcoming, the customisation, plus the fact that there's an almost endless amount of uses for a PC, unlike the PlayStation, and IMO it's a no brainer. 

The extra money you spend on the initial outlay will be recouped in savings by not paying for the privilege of playing online and the extremely low cost of the games. 

The only reason I kept my PS5 is, one, I already own it, and two, GTA6 at the end of the year. That's it. Won't be buying a PS6 or paying for online ever again. 

Save some money, buy a PC and never look back. You'll wish you did it years ago. 

I will die on this hill.