I've tried contacting IR through email but I haven't gotten a...

I've tried contacting IR through email but I haven't gotten a response yet, so I went on facebook and messaged them there and I got a response from presumably a human however no information was given. Only this response:

"Thanks for your email, IR is the best channel for these questions. I don’t have any further information and I’m only able to assist with customer support issues."

This then poses the question, who is running their support chat via facebook if they don't have any further information - outsourced support? They probably couldn't say anything even if they did know.