Who I have the same questioned this topic

Hi I’ve been in a chat for an hour requesting help and explanation of charges. When sent back to a sales rep Im receiving message not sent but I clearly have internet and the rep in between my “message not sent” the rep is asking if we should proceed?

If I leave the chat all the information is gone right? What’s the issue on why I’m not getting responses  if I clearly have a signal and WiFi?? I was speaking with a Monica and Blake