Google doesn't manage the complaints department. Yes, they are all overworked and overbooked. Keep trying, it worked for me.
I also had to play with the numbers they are proposing to make the appointment online, so I called twice. The person online taking the appointment was very patient. My name is complex and I didn't receive the email at first, so she stayed online with me until I received the email (the email is mandatory to enter the building)
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