Support has not responded to my emails for over a week

To preface I am new to the game, have never played the first and this is the first ARPG since Diablo 3 on PS3.

I bought a piece armor accidentally, I was looking to view it and there was no confirmation screen, it was an instant purchase and the premium currency was used, no questions asked unlike in game. I immediately sent an email to support and they responded with questions which I answered. Since then it has been silence, and no response to any of my follow-up emails.

If I am to be at fault for carelessness and not understanding the website, then fine, they can at least tell me this in an email.

THE WORST PART OF ALL OF THIS:

I logged into the game and said screw it, they probably thought I was dumb and need to live with my mistake, again I will accept that HOWEVER I CAN'T EVEN USE THE ARMOR IN THE GAME.

I get a system error saying that "This microtransaction is not supported in this game version". so now I am out of my premium currency and can't even use the crappy armor.

that's nice I submitted a ticket on the 14th of December got a request for more information on the 24th and have not heard anything since

So do they just ask for more information and then never respond afterwards?
Do they even have a support team or is it just an automated response?