Ted here from Shopify, thanks for posting your query!
I'm sorry to hear that there's been a delay. If you have a ticket number from your interactions with our team, I'd be happy to take a closer look into this with you. If not, please let me know and I'll send an email your way instead so I can authenticate the account.
Sure thing, I've just sent an email your way to help authenticate the account. I won't be able to discuss the store in more detail here publicly, but when you get a chance please reply back to my email.