Lack of support with Payout, shop on hold for 10 days

[Christian74]

I have been getting in touch with Shopify support for 10 days for a very simple verification to accept payouts once bank details were changed. No support has been provided. An email response is being promised every single time. 
We are a well known Business with multiply stores. I have been cancelling orders and refund the customers due to the lack of support. I have made the necessary steps to move to square space and take our combined seven figures revenue to their platform. 
I'm absolutely shocked and disappointed how this simple matter is being handled.

[Greta]

Hi, @Christian74.

Thank you for sharing your experience and feedback, it's greatly appreciated. 

If you had a ticket that was escalated to a specialized support team, response times can vary. We always try to respond as quickly as possible, but due to the size of the team, the size of the queue, and the complexity of the issue, there can sometimes be delays. I certainly understand that it's frustrating to have to wait, but you can rest assured that if your ticket has been escalated, we will get back to you with more information! 

Please let me know if you have any other questions.