I had that happen to me too. I originally created a ticket for subbing the wrong service account, but after 48 hours I never heard back from SE about it. I created another ticket. Then I had to phone them and was on hold for 2 hours but I finally got through and they escalated my ticket. It only took about an hour after that to fix the issue. I did ask why I had not heard from them in the 48 hour window from my first ticket. The guy said that the ticket que was on a first come first serve bases. This coupled with people making multiple tickets for an issue has caused the que and response time to be astronomically high. Your best bet is to keep calling them until you get through. It sucks but with the ticket que as large as it is, your tickets wont be addressed for a while unless they are escalated. Also to escalate you ticket, you will need the ticket number.