Kraken is a huge business and is receiving many requests on a daily basis, that's the negative thing about big businesses.. they don't care about one unsatisfied guy because they have another thousand who are satisfied. I'd change the exchange overall if I were you
It's more than just support backlogs. It seems that most exchanges act this way when it comes to granting access to people they worry are not really the account holders. I always considered BTC-e to be quite honorable, but the one bad thing I heard was that it was a nightmare for people trying to recover their accounts in cases like this. People would go back and forth with support for months, providing all the evidence and documentation that was asked for, but they would be stonewalled.
You won't get that much exposure here. I think you should make a thread on r/bitcoinmarkets and cross-post this. I would also advise you to tag their reddit support rep (I think there is one) but I don't know who it is.