ETA on support team responses

I am new to POE, but apparently I had a very old POE1 account that was pretty much unplayed bar like a couple of hours in 2014 and so when I linked my Steam account to my new POE2 one (that has all of the purchases on) I had to link the two accounts as I had no idea what email address the old one was associated with.

The problem is the character i've been playing for the last 15 hours is on and old POE1 (I guess for whatever reason Steam defaulted to that) and now I don't have points or cosmetics.

I don't care if you guys move the points over, or if you actually merge the accounts or just move my character to the account that has the points... I just want to be able to play on my character, and have access to the points and cosmetics I paid for. Which I think is a reasonable request given I paid you guys over $150 USD

I sent an email 5 business days ago to get this sorted but haven't received any response. I understand you guys are busy... but I think 5 business days without anything is pushing the limit on what is acceptable for a business to expect a customer to wait.

Is there any info you guys can provide.. anything beyond the template of "send an email to support"?

Any kind of ETA... just something to get us hope.