I have had a very similar issue with my Mac Pro 2019. And in the month I have been relying on Apple to locate and correct the problem, not one "senior advisor" in the Phillipines has effectively addressed the on-going error. Indeed at one point, a few advisors back, two female staffers in succession gently giggled to themselves at my frustration and misfortune. This was adolescent, uncalled for and unprofessional.
Truly, I'm at my wits end over this matter, and dealing with sub-standard staffers in Manila only makes matters worse. Each time I phone Apple I am diverted to a staffer who bows and scrapes, and mechanically promises to be the last senior advisor I deal with (as if). Moreover, each time the staffer I'm dealing with gets absolutely nowhere, suggesting he or she didn't have a technical clue in the first place. My message to Apple is this: please better train your phone support staff. And please make more Australian phone staff available to customers such as myself who for reasons I am beginning to question, keep you in business.