Really Desperate for help now, not getting anywhere with customer service

Hi, getting to the point where we are desperate for some help now.

I have already opened a case log and there have been a lot of emails and screenshots sent but all that they are doing is quoting guides or talking about something else. They dont seem to be understanding the actual problem.

Can anyone shed any light and help?

I am trying to list a product that doesnt have any product id or barcode as we make the items.
I applied for a GTIN exemption for the category (Home) it would go in and then i get a screen that says GTIN has been approved for that particular category with brand as Generic. I have screenshot this and it has already been sent to the customer help with all the emails back and for to them.

This GTIN approval doesnt show in my case log and it doesnt ask me to provide any further information such as photos- the amazon seller guides say it should? but the screen i get very clearly says i have been approved to sell and wait the 30 mins.

After the 30 mins i try to add a product but it wont go any further as it wants a product ID to go through further, there is a red box surrounding it.
I use the same details, spelling etc that i used for the GTIN exemption, i leave the product ID box empty as instructed by many of the customer agents but still i am unable to list as it needs to have this product ID to get through.

I have separately managed to list a few items in a different category after getting a GTIN approved the same way for them so i know how to list there but it is not working for this other category (Home).

I dont know what to do as the customer agents keep on quoting the guides even though im telling them, it doesnt ask for any more info when i applied for the GTIN and i have also sent a screenshot with it showing we have been approved to list in that category. We are also entering the same details that we used to apply for the exemption. I dont know what is going wrong.

What do we do now? is there a possibility of making a complaint or going up a level with customer service to a manager, has this happened to anyone else?

we are paying for a service at the moment we cant even use.

i would be grateful for any help.