Printer not printing black and impossible support

[BadPrinter444]

I do not print a lot, but had instant ink so I still pay monthly.

my printer is now not printing black. I checked all settings, tried color, greyscale, black and still same issue. colors print. black doesnt.

i did all the reports and tools, used cleaning options. no change. also removed and reinserted the black ink cartridge. 

all diagnostics keep saying no issue.

virtual assistant was useless.

I'm finding it impossible to actually contact HP. 

at this point i have 2 issues;

1) wasted a lot of my instant ink pages allowance on useless prints as i've been trouble shooting and test pages. I'd like them 'refunded/cancelled'

2) either some direct support or a replacement black ink cartridge. I'm guessing it is a defective/blocked cartridge. it still shows full on the portal and not finding any way to request a replacement. 

thanks to anyone who can help....

[BadPrinter444]

Managed to get hold of support through whatsapp. once it contact with an actual person it went great. express replacement of faulty cartridge on the way.