The last 3 times i contacted CS for in game issues they basically said "we have no power to do anything in the game itself, sorry." As far as I know they're telling the truth too, never heard of anyone having anything in-game fixed. A friend's account was hacked several years ago and most of his items were sold and given away. cs said "sorry that happened, but we can't revert accounts. Try enabling 2FA."
I think they're just there to help with account issues and make sure payments get processed correctly.