I also have a very large sum that didnt confirm in time on Dec 8th (but did eventually confirm, just not in time for the invoice to be paid). Sent my first support request on Dec 13, followed up on the 19th, never heard anything except for an automatic reply confirmation once on the first email. Now, it has been 23 days since the transaction failed and they still have my sizable amount of bitcoin (more than $5k worth). I have yet to hear from them. I sent them an angry message yesterday but overall Ive been pretty patient and quiet for them having so much for so long with no reply. Saying it will be 1-3 days and dont send us another email or well reset your place in line doesnt cut it when weeks have been dragging by. Im getting very close to involving legal representation.