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Holy Christ Support is non-existent!

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I issued a support ticket back on the 4th as, for some reason my payment had not gone through so I needed to access my account to see whats going on, but have forgotten my secret answer (I set this account up like 5 years ago...). I got a response back from support saying my query had been passed on to a Senior Account Support Representative on the 6th and I am STILL waiting for a reply further to this. Its been 6 days. Does it Seriously take a week to process this information? I work in customer service myself and cant think of ANY query that my company gets that could take a week, let alone something as simple as checking a few account details?