Apple support disabled chat option for me

I was talking to Apple Customer Support in the chat regarding a problem. The CS representative said they cannot solve it and the problem needs to be escalated to another team who is only available by phone. The CS representative scheduled the call for me and assured me that the costs for the call are covered by Apple. I received a confirmation email and Apple customer support called me. Then later I received a high phone bill from this call. The call was made from Cork, Ireland and from this number: +353 (21) 425 9200

That confuses me too as customer support specifically told me that Apple will cover the costs of the call. I also looked up the number and it is indeed from Apple support. The person who called me said she was the manager of the customer support team. Worst thing is that when I asked about this in the chat and showed the screenshots of previous conversations, the CS representatives keep disconnecting and have now disabled the chat option for me. So there is no way for me to contact Apple without calling, which I do not want to do for obvious reasons. If anyone has an email address of the Customer Support team that would help me a lot.