Well, it is quite complicated now for them and I think they will ruin their reputation if they will not answer this issue, I know them for quite some time and I think they are trusted here in the forum. For that amount, I don't think they will let ruin their reputation and I hope it will easily fix your problem.
Have you posted it here on their ANN thread? ^{[ https://bitcointalk.org/index.php?topic=774929.0 ]}
Perhaps you need to wait for when they will respond with your issue and I think that is a minor problem for them and as promised by their Customer care representative, you must wait until 24 hours. Good luck with your claim and we do hope it will be fixed as soon as possible.