I also have an "on-hold" order, which is paid. Contacted Support and now I'm waiting for an answer.
Hope I get something for my money otherwise I'd burn it myself, that's less effort.
I sent another email just Monday and was resolved by Tues afternoon. I made sure to put in 'on-hold' or on-hold in the text and he responded to me very quickly. After reading his post I sent a new email and was resolved rather quickly.