[mothered]

Should I email them back when they replied to me or should I try and contact them thru live chat?

Either way will do, but through live chat you'll get a response there and then, as opposed to waiting around to receive an email.

Another advantage of live chat, Is that you may get a vulnerable rep who can be manipulated quite easily. Moreover, some reps overlook previous records, which also works In your favor. If live chat Is of no help, you still have the email to fall back on.