Incorrect stats: Ads Showing "Searches that led to this ad (0)"

[ThePaperShoppeCA]

I am desperate for any help. 

Within my detailed Ad stats, it says "Searches that led to this ad (0)" but I know this number is wrong as it has been confirmed my both the online chat and speaking with a person on the Etsy help line, they are see numbers in the hundreds and multiple searches. I need to have access to this info so I can be turning off irrelevant keywords and not wasting money. 

I have already used the chat multiple times with no help, I have open help tickets tickets that are marked "resolved" automatically, I have also called and the help person said they would escalate my issue and no emails have been answered. I cleared cache and checked on multiple devices both Mac and windows, and it always shows (0).

Does anyone know how to speak with an actual person in the technical support department? Appreciate any suggestions, thank you!

[CappuccinoLace]

Have you set the timeframe to something other than "this month"?

[ThePaperShoppeCA]

It doesn't matter what I change the timeframe to, it is something that used to show in the hundreds and now it is zero on my my listing no matter the timeframe.

[ThePaperShoppeCA]

Yes, I've tried a bunch of options and it always says zero. It used to work but suddenly everything went to zero.

I have also been able to confirm on the chat and after speaking with someone that they can see a number in that spot, but it is something in my account that is buggy. They tell me they will escalate but nothing ever happens.

[SunnytyDE]

Turning off irrelevant keywords doesn’t actually turn them off. If you read carefully what it says underneath you will see that this is just test and Etsy is using our input as feedback. 

I have turned some of them off many times but I still rank for the ones I turned off. 

And I just checked again and the default is ‚today‘ on my stats. Expanding the timeframe might help like @CappuccinoLace  mentioned.