Shopify Payments Issue | Over 3 weeks no answer from support

[CarrieT]

I'm a Shopify partner.

My client was ready to launch her store before Christmas but somehow Shopify Payments was completely gone as a payment option and she was unable to apply. I put in a ticket with Shopify and was promised (by shopify support) a resolve by December 30th which was a our revised launch date. It is now mid-January and I can't get shopify to even acknowledge me on the ticket to provide an update. We are well past our launch period and now completely stressed and behind schedule. 
How can you do all your winter '25 updates without the infrastructure to provide support for these updates????? Why am I being ignored?
This is beyond unprofessional and has left us with no communication, updates or even any understanding that this is even being looked at. What is happening Shopify?