Is the support system extremely backed up or something?

I sent in a support ticket almost two weeks ago, and have yet to hear back from Fakku's support despite the automated response saying I would be contacted in three business days. The problem is, this was a time-sensitive ticket, as I had purchased a subscription I did not intend to buy, and I had hoped to talk to a support rep about nullifying it, but the fact it's been so long with only silence in response is concerning.

My ticket was #25637, I hope you can help!