Strange Amazon Chat

Is there an Amazon specialist team that can help me with my account? I'm losing the Featured Offer across my entire account, including FBA offers. I’ve tried getting help from Amazon support, but their responses have been very strange.

I've been facing this issue for the past couple of days, and no one from the Amazon team is helping. I am on FBA, but they are telling me that I need to maintain the Order Defect Rate, Cancellation Rate, and Late Shipment Rate even though these are Amazon’s responsibilities. How can I manage this with my FBA offers?