From what they explained to me, like owlcatz covered, they're actually waiting from your side to make a movement. In one of the proof of ownership things they require you to provide [I don't know what that are] is a proof of deposit from your wallet to your BC account. They told me that you sent them a screenshot of the Blockchain transaction instead. They can't accept this as a proof of ownership.

For reference, what they're looking would be something like these,



not something like this,



In short, it's a screenshot of the withdrawal made from your wallet [or exchange, whichever that fund came from] to the depositing address of your BC account.

If you haven't provide this already, please do.

Perhaps send them another email, preferably a reply to your chain with them, to avoid confusion and keep the conversation in one place, with a subject "screenshot of deposit from wallet - proof of ownership" or something that can help them identify the nature of what that email contain.

Put that staff I told you to put on CC too, and then nudge me once you've done it. I'll nudge them from my side and ask them to check immediately, or at least get someone on the office to check for them, in case they're still in their holiday break.