Completed Bastion on Hard this afternoon and our third chest was not openable, despite us fulfilling all the quest requirements.

GM was contacted and we were told that it is against policy to unlock any chest for any reason.

Now, I know GMs have come into quests to spawn shrines and I know that they can tell what parts of a quest are completed and what aren't. I've been told by several people (who I play with semi-daily) that they have had chests spawned/unlocked when there has been a similar issue.

TBH, it's not that I care that much about the loot, it's just principle and wanting to know what exactly I can expect from in-game help.

Can anyone from Turbine come in and address this issue? Is there an "official stance"?