I don't know if the email you sent worked, did they say anything? They said they will pass my proposal on to the higher department. I believe that these departments don't even exist, honestly, I think it's the creator or creators of the site responding, because when I asked to pass my proposal to the finance department, they denied it.
Sending an email to an exchange with shitty reputation is useless. Just file a lawsuit if you can afford or just move on since your case is already too long to be considered as high priority to this shitty exchange if they really are working on it. Your assumption that this exchange doesnt have a department dealing on your case might be true since your case will not take that longer if they really addressing the issue.
This story of yours can help newbie to avoid that shitty exchange but you should not expecting that your funds will be back by just waiting em.