Store has been frozen for months - waiting on support

[Alderluxe]

I have been trying to launch my store for months now, but I can't because when I try to attach my domain (that I own and have control over) it says my store is frozen. This is not due to anything financial, but I had another Shopify store (that apparently I can't log into anymore) that had the domain attached to it. I've been in contact with support multiple times but I can't believe that it should take 3-4 months to get support to help get my store to where I can attach my domain to it? It's really frustrating, especially given the time of year with shopping being at its peak now, I've been preparing for the holiday rush getting my store ready, but I can't do anything now but wait...

Has anyone had a similar experience and if so how long did it take to get actual help from support? I'm just shocked it's taking so long.