You’ve just hit up support with a simple request.
You’ve just got someone who has their own idea about your issue. Get ready to rage. Not only do they not read the request clearly, but they also avoid fixing the issue in any form.
Have an error with your WordPress? Let me just create a test.html file in the root…. it works! there’s no problem here!
If you meet these types of idiot with hosting companies, move hosts NOW, rather than later. Quality support is hard to find. Good support agents will usually educate as well as fix issues.