Call the office if email support is doing nothing. I'd never have the patience some of you have. They should compensate those that have been waiting for a decade and just getting lip service. Pretty unprofessional and sleazy way to handle a customer, total disrespect to those that have their money on the site.
They are in Australia, so check the time when you call. If you're in North America, you're looking at calling from 8:30 pm, or so, on through the night. That is EDT.