While BillE may be able to help, CS is moving slower than normal due to Covid like pretty much everything else. Some issues are more complex than others.

A couple of suggestions. First, if you got an auto-reply reply to it once as there is a standard comment that if they do not hear from you within 3 days they will consider the matter closed. Second, do not keep replying or updating the ticket after that unless you get a response and do not open a second ticket as both push your ticket further back in the queue. Zos has said this is the case and I have seen other companies say the same.

I am not sure if DA is correct about 20 days. I have not seen Zos make such a statement and I know for sure people have had their situation taken care of in a significantly shorter time than that. I would take their comment as a little bit of tongue and cheek.

Edit: Good luck.