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Chat not working ps4

I wrote an email but guess you don’t respond there anymore.
One of my guild members hasn’t been able to access the in-game chat, global or guild, for weeks now. I did send all the relevant information in the email and still have it to hand.
We use in game chat regularly especially on Guild War and Tower of Doom weeks so it’s not ideal that his chat doesn’t work. Do I post this info here? Will you contact me? Some help would be appreciated
Thanks