I've sent out a lot of complaints

When I first looked into it, it said that an email would arrive within 5 to 10 days, but no matter how long I waited, it never came. I also sent a message to their support, but there was no reply, so I got worried and sent the same message several times. The previous message still remained even after 10 days, so perhaps it hadn't been sent?How long do I have to wait to receive a response to my appeal? I have already sent out over 10 appeals in the past month and a half.I can't paste the PDF later.