Apology? I had to post here for them to do something about it, a few hours after I post here I magically get an email back. Pretty sure it's not them that's owed an apology.
And BTW while I was waiting for a reponse, I had a friend send emails and they responded to him without a few hours each time.
How long have you waited in total, from the first email you sent to the problem finally getting solved?
From your previous posts, it seems it is over a week. IMO, the support service would be way to slow in that case.