Taking Support A Long Time To Respond

My account was hacked - which has Nitro on it and not through Google - and I submitted a ticket over three weeks ago now, and only got one human response and it's been dead silent since then.

Is there something set up where you can see the status of your ticket? Why does it take so long for support to respond? Even when sending a follow up email to the person who responded about pushing it to a team member, it's dead silent.