I had a rate issue and eventually found a 'chat' facility
Help/Contact/ and then right at the bottom of the screen is a box to 'ask about something else'
I wrote my query an then I think that took me to a screen with a chat connection button, and I think it told me to wait while someone connected
Only problem then was I changed screens to do something else, and missed my connection - who then closed my enquiry because i was gone!
Sorry this is not actual step by step but i'm sure you can find it if i did
There was an ongoing problem for me though. After having rewritten my query, my second connection was able to explain what the system was doing with the rates that I had entered, but it did not reflect what the little side/popup help screens say in the pricing section so I had lost money. It sounds as if your problem may be similar
Now I have a potential 3 month booking that I will have to honour at less than I ever intended, and as my rates are not substantial anyway it does make a difference.
Good luck