You shouldn't be surprised at all here. 
Out of curiosity, I looked at my correspondence with Blockchain.com support, which ended for me with no solution to the issue regarding one of the old wallets and received the following data:
 1st answer - 1 day,
 2nd answer - 13 days,
 3rd answer - 2 days (answered by another specialist)
 4th answer - 1 day,
 5th answer - 13 days,
 6th answer - 1 day (the third support specialist answered)
 7th answer - 6 days,
 8th answer - 7 days,
 9th answer - 1 day (again, replacement of the performer(!)).
10th answer - 14 days...

 At the same time, on my part, I sent requests directly on the day I received a response from Blockchain.com support.

 So they work differently.  And in general, of course, they are not very user friendly towards clients.  There are many empty and formal answers that are not relevant to the question or request asked.