I sent the letter on guarantee 5 days ago, they didn’t even reply to ask about the note key, I was simply ignored. Still ignored , I was very polite in all the emails, all forum posts on day 1, 2 and 3. I even called myself stupid and took the blame, despite the hosting issues playing a part , still they didn’t reply till now.
Alas, you still don't get it, according to their rules they do not have to ask you to sign a message, all this message signing is proposed by community members, which is why I said you need to control your behaviour, because for all we know, they don't have to attend to that.
You are right with only one thing, you deserve a reply from the support team no matter what, given that you have the letter of gurantee.