The users in the forum are just volunteers trying to help users from our experience with the Norton products. Users with names in bold red letters are Symantec employees. Any subscription or product key questions have to be handled by an employee or the Support department.
Did you try a second attempt to contact Support via online chat. Many times you may find the next agent may have a different way to look at your issue. You may find that the second try may get a solution for you.