Is Customer Support ignoring me?

[Maulclaw]

About two weeks or so ago I had a billing issue in regarding to Crysta and a character transfer. I tried to contact Support in-game and was told to reach out through the official Support Centre. I did. And my first attempt got me no confirmation e-mail. And so I did it again, and this time it did. It's been a little over two weeks and still no reply. I tried to see if I could get in touch with a live agent and despite still being within the appointed hours, the chat system was closed (my job and its schedule doesn't give me too many free hours for this kind of thing).

I'm at a complete loss as I don't know what to do. I can't do anything; I can't check on the ticket status, update it or even close those I received no confirmation about despite being given a number... And everywhere I ask... people keep reassuring they get a reply within days (if not hours) and I'm still here waiting. I don't know what to do now as this is involving money spent in services.