Maintenance for the week of June 8:
• NA megaservers for maintenance – June 12, 4:00AM EDT (8:00 UTC) - 9:00AM EDT (13:00 UTC)
• EU megaservers for maintenance – June 12, 8:00 UTC (4:00AM EDT) - 13:00 UTC (9:00AM EDT) https://forums.elderscrollsonline.com/en/discussion/693945/
The initial response is an auto-reply. However, IIRC, instructions are included that we need to reply to that initial response if the problem persists. Then you should receive a human response though the timeframe will depend on their workload.
@ZOS_Bill or one of their colleagues may be able to help you with your ticket. Good luck.