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I’m extremly frustrated!!!!

Why would Safari customer Service not follow up on open issue??

On June 30th, I sent an email to Safari Customer Service as our user could not add any books or update the bookshelf and the site indicated that we need to reactivate our account. As per previous support case #121186 our subscription was updated and active. It has now been 4 days and I have heard nothng back from the Safari team.
Sure, I understand investigating the issue and resolving it takes time but what is the issue with no communication??
My user, who happens to be my boss is waiting and waiting for this and I have no ststaus update!!!
Can someone help us???
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