They usually reply it late though. I had 2-3 tickets answered in 3-4 days average.

Push open ticket again.

BTW did you backed up the key for 2FA. If you did then you can did it without reaching support assistance: https://poloniex.freshdesk.com/support/solutions/articles/1000166431-can-i-access-my-2fa-enabled-account-if-i-lost-access-to-my-2fa-device-

---

Here is owner's profile here in forum : https://bitcointalk.org/index.php?action=profile;u=139578 (Busoni)