Hey @Jenni G4, sorry for the trouble! I'm not aware of any current widespread issues like the one you described. That said, I found your ticket and I can see that Helen responded 2 days ago on the 22nd, and then again earlier today. Are you able to find those responses in your account?
When you click the in-app messenger icon in the bottom right of any page in your account, you should be able to click 'See previous' (see the bottom right of the screenshot below), and your past chats (including this one with Helen) should be stored there for you to reference: