Inablity to read it seems

We are a new client to the group. There is an issue with the Chat option on the App they asked us to download. When reporting it to them, we keep getting communication that we need to update our email. No meantion about the actual issue I am reporting. Just the same answer over again. They dont seem to understand that logging in is not the issue the stupid chat function that is meant to give us the information we need is faulty. I have sent a third email to them trying to get them to fox the chat function and if I get the same reply I did again I am going to take matters further. I am hoping by reporting this here maybe, just MAYBE someone can assist us with the non functioning CHAT function.