As tiny said. If you don't know say so. Don't lie to us. This is unacceptable. Others have stated exactly how I feel already so I won't spell out how ridiculous and out of touch you really are. Support is just as bad as you, not answering questions and generic replies. You all do understand you are driving (paying) players away right?
Addition: btw I've been asking for an explanation on this through support for 3 weeks. Generic bs replies... it then got escalated to a player experience specialist who has straight up ignored me for over a week. Specialist my.... hind end