I had a major problem back a month ago. $50,000 double charge and being frozen since Janurary 1st. I waited about 3 weeks after 3 followup emails nothing.

I than started creating a ticket every week and they eventually started closing the previous and fixed the problem 7 weeks after the initial ticket.

I would suggest making a new ticket and reference the old ticket # just incase it has fallen to the bottom of the pile.

Keep trying.

P.S. Don't waste your time with their call centre. It's a complete waste of time and they can't help anyone with tickets.