You will probably get this type of answer from Septimus: "Please escalate by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention." (or something similar)

By doing this Kraken is trying to keep you from posting additional post about your problem in public channels (at least for a while). First, they try to get the communication on email level, and if they cannot (or maybe even do not want to) solve it, then they start ignoring your emails regarding your request.

This way of email communication is what happened to us last year when bringing the "market manipulation by supply of erroneous data issue" to Kraken's attention. That time we did not use public channels. Now we have brought this topic up again as it happened to a buddy of ours. Still no real answer to the problem.....so actually we are waiting for almost a year now for an answer and a solution to the problem. And worst of all, this problem survived the trade engine update... LOL