Yes, if you contact them on those social media sites, they just ask you to email anyway.
Chat never worked - maybe it's overloaded?
Get up at 8AM EST and call at EXACTLY 8AM - you'll only need to wait an hour or so on hold. Otherwise, you'll never get anyone the rest of the day - you be on hold all day.
That being said, once I finally got a hold of someone I was well taken care and had all my questions answered.