I have never had problems with this exchange, support always answers quickly. I do not know why you have such a problem. I think you should wait, I read that some people with such problems waited months.
Yeah, the longest waiting time I had waiting for a reply from Poloniex's support was 5 days. I think users of the exchange send and resend complaints making their waiting times longer than they should expect. Its more advisable to send one and patiently wait.