Customer "support"?

[six_spikes]

We had an issue with a buyer, and we made a ticket to the customer support team. They responded to the buyer's ticket, but not to ours. We pay a monthly fee for the Seller Plus program, and we're supposed to get a response in under 5 hours. Well, soon it will be day 5, the only response we've got was:

- Due to higher volumes of user requests it took us some time to reply to you.

- I will gladly forward your request to our relevant team and explain the situation. They will review this further and as soon as they come back with a reply, I will follow up with you on this ticket.

So, customer support team is where we address our issues, but what can we do when the customer support team becomes the issue itself? To whom should I address my issue now? Help? Anyone?