WP support ignoring tickets

I made a ticket on September 25 regarding offline vending items that has not returned via rodex, GM Jakk asked me for necessary details and I responded and filled those necessary details immediately. It's been 18 days since I started that ticket and yet not single response came to me. How am I able to retrieve those items when even your support staff ignored me. Please be professional enough to even make a response to tickets that been made.

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