This exact thing happened to me a few months ago and I was able to get it resolved. A bike was totally frozen in the dock, I couldn't get it out, I immediately filed a ticket and sent a photo of the stuck bike, they told me everything they told you, and all the same things happened. After 24 hours I got charged for a 24-hour ride/nonreturned bike, I contacted support again as instructed and the CC charge was reversed. However, my existing credits that had also been wiped out weren't restored, I had to get in touch again and they were able to credit me all of that back.
The CS agents I spoke to were friendly and helpful but did not have the ability to truly resolve anything. (Like it's outsourced tech support that don't have the access/authority to do anything meaningful or contact Motivate repair techs in the field.) So it was frustrating to have to make 3 separate calls and spend about 2 hours total just to get this reversed, but I can at least positively report that it was in the end.
If anyone from Motivate/Capital Bikeshare is reading this ... next time I would appreciate an actual action, like dispatching a tech to come look at the broken bike/dock the same way you would if I pushed the wrench icon on the dock or reported a broken bike/dock. I mean, this frozen bike wasn't going anywhere. The tech can then verify everything (the bike isn't stolen, it's right there in the dock) and the customer's account returned to normal.
