No Response from Ban Dispute

I have recently had this same issue occur to me. I was told it was a bug, not actually a ban, and It would be fixed a couple hours. It has been almost 3 days with still no word on when it will resolve. I attempted to even re open the case and was told I would get an email (which I also have never received). I lost a whole weekend (which is when I can play because of work) and still don't know if this will even be resolved before next weekend :/.