Do shopify not have real support agents?

[seb3]

I am so very frustrated and disappointed. I have been trying for several weeks to get in touch or help with my shopify account.

I needed to update my contact details etc now at the beginning of the year. Succeeded in uploading the wrong document and therefore my shopify pay has been paused until I submit the correct document.
Then it says "send in the correct document or update your address". Because the matter is locked, I cannot change the address, it is "grey" and cannot be pressed. I also cannot add the correct document because it was submitted incorrectly earlier.

Support has been telling me for 5 weeks that the "right department" should contact me and help me but no one is contacting me.
I'm starting to think they either don't have any real support or just screw me because I'm not a big customer. It's so frustrating and I just moved my store here from Wordpress Woocommerce. Invested a lot of money in the website and transferred all the information.

Can someone here in the forum please explain where I can go or who can help me. I'm stuck between incompetent support who just lie and can't help with anything.
I have chatted with probably 10 agents and explained my case and they all say that someone should contact me and that my case is urgent. 5 weeks later I get no answers. This is a scandal and I will probably go bankrupt during this delay :'(

[seb3]

Thank you for the answer, it really calmed my mind and today when i start working everything seems to be solved. I dont really understand but i am happy that my shop is open again.

I still not get any emails from the support and i am not sure if the problem is my email or shopify's that not successfully arrive to me. 

Anyway many thanks for your time and help. You have changed my day to the better, many thanks.