I apologize for the experience you've had with trying to connect with our chat support. We haven't had any other reports of connectivity issues, so thank you for bringing this to our attention.
Have either of you tried a different browser or private/incognito window? It's possible there is an extension or plugin in your browser settings that can cause interference with the site. If this doesn't work please reach back out to us and we can investigate further. Here is a link with the different ways you can get ahold of Support, along with the best numbers and hours to reach out by phone.