If, no matter what you do you cannot get support to do what you need you must phone and ask for customer services support. There are complaints you can make to make the support listen. Sometimes it seems like they only read every third word you write.
You must ask them on chat in simple english - when will this XXX be done? and insist they answer and read the chat again or pass it on to someone who has that ability. I am afraid getting tough is sometimes the ONLY solution
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