When you mention how the support team is not getting back to you, what method of contacting support are you using? If you're emailing them then I would recommend using the in-game support ticketing system, accessible by pressing F1 in-game, and selecting the "Request Support" option. You can also get to this page through the support portal on the top of the page, or by following this link.

If you click on the link, be sure to click on the "Submit Request" link on the top of the page, not the "Email Support" one.

This method should net you a reply within 48 hours, but if for some reason it doesn't then feel free to send another ticket in.