Help with catalog ad changes

Hi guys!

I’m new here and could use a little help.

I having been having a difficult time with seller support. They seem to just close requests regardless of if leadership is working on them. And at this moment, I can’t request a phone call.

Basically I was unable to post an ad for months. It got so aggravating that I had a distributor of mine make the attempt.

So they made an ad and attempted to post it, but found out their account was suspended for dormancy.

So I tried again. I spent twelve hours yesterday with seller support.

Apparently because my distributor attempted to put up an ad, the Amazon catalog kept the record. Even though it was incomplete and never actually live.

It was placed under ‘generic’ — which took a lot to correct. It is now under my brand name.

However, I still cannot edit the information the distributor put in.

I’ve provided them with my GS1 certificate and all the documentation proving I own the brand.

But regardless the old content is still hijacking the ad. I can’t delete it or change it.

I talked to leadership who told me they would put in a request to let me edit it. But at 2am last night, I got an email that closed the request without actually dealing with that problem.

So I have an ad, that’s live, with poorly written content and inaccurate information. And I can’t edit it..

I’ve reached out, yet again to seller support, but the option to get a phone call is not available for some reason.

At one point in time I was told to get a new UPC and start from scratch, but that seems ridiculous.

But after twelve hours wasted yesterday, I still can’t edit the record, I’m considering a new UPC. Even though the barcode is on all of my boxes, I’m doing my own fulfillment, so perhaps it doesn’t matter and it’s the easiest route?

I’m truly exhausted trying to get help, and if anyone has any advice, I’m very open.

Also, I’m a new seller, so I’m sorry if I’m just uniformed. I’m trying my hardest, but they’ve made everything so complicated that I don’t know how to unravel this.

Thank you for any help you can provide!