Support and Feedback are different, somehow

I was calling for support when Nextiva’s XBert could not get my call back number right, like 8 times it got it wrong. I had to hang up and just submitted a case instead on the website. Since I was there anyway, I helpfully submitted another support ticket on XBert’s callback number problem. They emailed to ask me to send additional details, I supplied the details but then they emailed back to say I needed to submit the problem as a feedback message in stead of a support issue. I already felt I went out of my way to assist them with an internal problem. Asking me to repeat it all again for a different department seemed extremely lazy. I’m not your employee- I’m your customer!