What happens with the support?

How long does GGG support take to respond? It's been almost a week and I still don't have a response or solution, I paid $100 to be able to play last Friday and I'm still waiting for it, I don't understand why it takes so long, my company answers in less than an hour and solves the problem in less than 24 hours, the other problems that I have had with other services are resolved in less than 48 hours, it is incomprehensible that it has been almost a week and nothing, what do I have or can I do to solve the problem and be able to play PoE2?