We need communication NOW.

So I looked at a few things.

GGG made a post about the situation with the support:
https://www.pathofexile.com/forum/view-thread/3703227

And I am not surprised that the GGG support has problems keeping up with solving the tickets. The amount of ppl who send stuff to the support when they don't have a problem which the support could solve (they are not devs) and/or ppl who send over and over tickets with the same content; all that slows down the support even more.

Have you tried spending more money? The company is going bankrupt so more money might help.