What is this customer service

I have an Amex Platinum and I am simply trying to get the accompanying gold 5 star status working on my account as it's currently at standard gold. I can't get it to work so I try to contact customer support. If I try to fill out a form it gives me an error and telling me to mail or call. If I call and follow the correct path through the pre recorded message, I end up at a simple recording telling me how to get in f touch, which is through the form (which directs me to the call) or via the chat, which is nowhere to be found. How freaking difficult is it to have a service representative at the end of the call to help you... I swear to God this is absolute amateur hour and at this point I don't think I'll ever rent from them if it's already this bad to begin with.