Wires Spotlight Cam IR stopped working - Second camera to do this

First time it happened, I called Ring support and was told that I needed to replace the camera. I have the Gen1 support which should cover the camera, but I was told that I added the camera before I had Gen1 support. Second camera and current situation, I asked the same question, but this time they told me my camera was not covered because I had an interruption in service. They are referring to the time my credit card was stolen, and I didn't update the card in the renewal for Ring. The billing failed because the card was reported stolen, and I updated a day later.... they say that still counts. When I called support, she asked for a screen print, but never even tried to diagnos the issue once she received a screen print of the dark camera. Has anyone else had this issue?