Still on with tech support. They are now understanding that there is an issue. But they don't know what is causing the problem. I have performed their troubleshooting and reported the case number issue using their technique of click on home 5 times and the back button 5 times which creates an issue ID. This is the response I received once I provided them with the issue ID:
"I've escalated your case to our Engineering team to review, and you can expect that once we've fixed the issue, your device will update on its own, so there's no need to follow up. This may take some time, but rest assured that your issue will be investigated as quickly as possible. We may reach out to you if our Engineers need more information, so please keep an eye on your email."
