I found the ticket. It had to be put on hold because it's super unusual and beyond our (Support's) own powers to solve, and it got stuck in this state due to clerical error. I'm really sorry about this. We generally don't want to promise anything if we're not sure if a problem is even solvable, but we should have given you a heads-up that we at least acknowledged the case.
I will look into this case in more detail after the weekend, as I'm unable to resolve this right now, remotely. I hope this is OK.

I'll get back to you privately in a moment as well.