Why hasn't anyone responded to the email?

I sent an email over a week ago, but no one seems to care enough to respond. How long do I have to wait before someone actually resolves the issue I’m facing?

I was playing on my PS5 and accidentally topped up funds on the website instead, thinking it was the same system.

Is there anyone available to help me, or do I have to keep waiting indefinitely? Or is this just your standard way of handling things? I must say, I’m quite surprised—I’ve never encountered anything like this before.