I'm not sure you know how support works. They're people answering them and they are not assigned to specific issues. So all of them deal with many tickets from other players, it isn't just inactivity. It's also the weekends so it's slow. The first ticket you sent was for store related, merch, not really related to the game. So their redirect is understandable.
Three days is child's play and barely even enough time, at best you'll probably get a reply within weeks. There are other people that they answer tickets for and all you can do is be patient. Sorry but nobody can help you here, no o
