Impossible to change listing images!

I’ve been trying to change the listing images (all Amazon compliant) on one of my ASINs. On the backend I have uploaded the new images but they won’t update on the listing page. I’m the brand owner and only seller of this ASIN. I tried to do a full update of the listing by uploading an inventory file but the images still didn’t update (although all the other fields did update).

I’ve emailed support many times but keep getting the same response (pasted below), saying someone else has claimed the changes, although this is impossible as I am the sole representative!

Each time I email them they send the same message and then close the case. I don’t know what to do! I really need to change the images. Can anyone help?

Here’s the message from support:

"I understand that you would like to update the images for the ASIN B0********.

"The attribute you have requested updates on has already been claimed by another representative of the brand the ASIN is currently listed under. We are unable to make updates per your request; instead, we recommend that you reach out to the account of the winning contributor in order to agree on the changes.

“Once you both brand representatives conclude on the new values, the other account can make the necessary updates via Seller Central.”