Publication issue of a journal article in Elsevier
If Elsevier customer support is the same person as the journal manager, this would be weird. But there's a very good chance that they aren't the same person. Elsevier customer support is likely looking at a high-level overview of what the status is, and doesn't know the details. The journal manager would know it's the 2nd typesetting stage, but presumably the status is still reported as "typesetting" (which is, after all, what it is) and therefore also what Elsevier customer service tells you.

If you're already in contact with the journal manager, ask him/her for the status, not customer support.