Incredibly disappointed -- no response from Zoom about Educational Account error

I am a psychologist and because I meet with clients under 18, thought I was supposed to say "yes" about an Educational Account. However, it would be a HIPAA violation to complete their request and and consent to this.

Zoom is threatening to close my paid account by February 1st if I do not complete the sign-up, yet have not responded in two weeks to my help ticket (which I also followed up on) to correct this error.

I am not eligible for phone support and the chat bot doesn't understand what I am talking about. Has anyone ever had success with help tickets? I am at a loss and have never had an organization simply not respond to my urgent request.