Currently, answers from support can take that long and longer. The only thing that can be done about this is that users (not referring to you at this point)…
- read the FAQ before they send requests for support
- use the forum search to see if somebody who had a similar problem could get it fixed with a little help from the community or its moderators
- think about what kind of additional information the person in support might need
- present their situation in a fashion that wouldn’t make their old English teacher’s heart explode
- and be kind to the person working their case! (They didn’t cause the problem. And a motivated worker does better work than a demotivated one…)
My guess would be that the current slowdown is caused by users who didn’t even think to do at least one of the things on this list or are even intentionally spamming support because they are angry that they didn’t get a button that they were at no point promised they would get.
Sorry if that was too much information for you. My bottom line is: Nobody has forgotten about you. It’s likely that they did not get to read your email - for reasons out of your control. I wish you that your ticket will get resolved as fast as possible.