Sometimes you have two pre more issues you need to talk with the support about. But apparently you can only have one chat open at the same time.
That makes it hard to keep track of the discussion and even harder for the support to find an agreement on closing the chat.
E.g. I had some general questions about the reward program. But I also had a specific issue with an transaction unrelated to the reward program. The second thing came up after I already talked to support about the first item.