Is the support team planning to wait until after Christmas?

My account has been unfairly banned for 7 days, and the support team hasn't responded to any of my emails. Christmas is almost here—if you don't reply soon, does that mean I won't be able to play during the holidays? Can't you just unban all accounts first and sort things out once you have enough staff?

I don’t know the reason for the ban.
I don’t know how long the ban will last.
The support team hasn’t responded for a long time (it’s been 7 days already).
I have no idea how much longer I’ll have to wait.

At the very least, shouldn’t you send an email explaining the reason for the account ban?

Every day, I’m stuck posting on this damn forum, looking for solutions from others. But all the moderators do is give standard replies like, “Please be patient” or “We’re handling a large number of tickets”—completely meaningless responses!

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Joel_GGG#1496 wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

I’ve already waited 7 days!!! I’ve spent $60!!! I didn’t spend my money just to sit here in meaningless waiting!!! Can’t the moderators manually help contact the support team?!

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Joel_GGG#1496 wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

I’m going absolutely crazy waiting! Christmas is just around the corner—if they won’t resolve this during regular workdays, do you really think they’ll work overtime during Christmas? If it’s not resolved before Christmas, does that mean I’ll have to wait another month?!

If this damn game can’t get it together, just give me a refund and return my $60!!!

I'm almost getting to the point of requesting a chargeback due to how long they are taking to process these support tickets and since my account is already locked from an Xsolla issuing an auto refund on a supporter upgrade it wouldn't affect my account atm, they currently have $100 paid, and I have no access and I can only assume they deleted all my mtx from poe1 and 2 and characters.

the whole support process atm has killed my interest in the game tbh

how can you notice a need for more servers for players to play but neglect the support process which with more players means more requests and because the current system is so vague it results in people spamming the system creating more load... it's such a terrible system it should at the very least confirm they received a ticket request