> What is the next step here?

The next step will be to walk you through clearing your browser cache and cookies.

Because the CS rep has no idea who you are, and your protestations of competency fall on deaf ears because they've dealt with 23325424 people in the last year that claimed to know what they're doing but actually didn't at all.

Their goal is to get through the script, because getting through the script is the only way to be sure that it's all been done the way it needs to be done. And if they don't run through the script, and refer you to the next level of support, and it turns out that you hadn't actually cleared your browser cache and cookies, then that's their fault and they get dinged for it.

I always approach these situations with this understanding; that the quickest way to get my problem solved is to help them work through their script. And every now and then, just occasionally, working through the script has shown up something simple and obvious that I'd totally missed despite my decades of experience.

The robots are even worse than the humans. Recently I got one when I called an ISP that insisted on calling back after restarting all the equipment and waiting 10 minutes. Never mind that the issue was entirely unrelated to the equipment. It had asked for a description of the problem but apparently couldn't actually do anything with that information. After refusing it enough times it simply hung up on me.

Obviously I don't do business with that company anymore.