Hey Serge, I agree with you about Apple Support...I have another case open, different problem, and after at first being shown lots of interest and attention, I was without explanation shunted off to a different agent who went through the motions of contacting me once or twice, then abruptly stopped answering my calls and emails altogether. I think they just hope you go away. I decided long ago that the best way to deal with this stuff is to do the troubleshooting yourself, which is how I got here and (hopefully) found a solution.
So while I sympathize with rage induced by Apple's terrible and/or clueless customer service, I can't really do anything to help. But if a tech support agent told me that this is definitely a built-in feature you can't control, that would give me renewed hope that there was a good chance I could fix it.