yah their customer support is notoriously bad! I mean REAL BAD!! I've had many dealings with them over a span of a few years (yes I hung in there that long) including some VERY BAD customer service at the W.S.O.P. (I won a package via WillHill). I pulled my money from there & stuck with Titan (but rarely play there now too as there's not much action left on the iPoker network these days).
I'm not surprised by what customer support has told you. Seems they are mostly in the dark about stuff although well-versed in taking deposits.