Everyone is passing through a lot in this time, including companies. It may be that their support use to formerly be five stars but have now changed. Slow response from support may be an indication that they have reduced their support team by dropping off some people, or that the issues been handled by the support team they have is too many for them. Maybe you should just exercise some more patience, I am sure you will be attended to or as you have been advised, try contacting their representative here.