So you are saying there is no live chat and what they call "live chat" is actually "email." Chat is supposed to be a near-realtime two-way conversation, for e.g. Skype.
Basically, yes. And technically, yes. But at one point in time I received near-instant responses from the live chat more than once. You have to go to your email after they respond and click a link to access the 'live chat' but, you won't yield any results these days.