I just got iced for ABing unfortunately D:
They take a while to respond.
I got super lucky and had a ticket from a month ago that was answered so I just emailed the guy who helped me then, and he replied literally within 24 hrs! So I think it'll take a little while.. Average time I heard was 4-7 weeks.
There's not much you can do besides wait unfortunately! Or if you have an old ticket that tnt responded to already, try and reply to that same mail again and I think they'll reply quick.