Okay I got to give Kudos to Kobo! I just bought a book:
Hit Reply by Roxi St Claire who is Roxanne St Claire.
The epub and desktop app both showed there is no book inside just the intro of the book which is 12 pages. I click the Chat help and within 8 minutes I have store credit. The only thing was I used a 65% off coupon on this book that they couldn't give that back.
Still I am impressed at how fast the problem was taken care of. It's probably the most positive experience I have had with Kobo Support.