I am waiting for 16 days for help via email!

My account shows an error relating my EIN number. It says it isn’t correct. It is though and I have the papers to proof it. When I tried to upload it, the circle didn’t stop anymore (Page “froze”) and it said that I tried too many times and only customer service can help me. I tried ar least 4-5 times for somebody to simply give me the chance to upload my paper and “free” my account for me to finally being able to get my website live, that I worked hard for the last 6 months! I am paying since 6 months and now I am already waiting for 16 days for a promised email, because I have been told that this can only be solved manually and that I will get an email. I sinply don’t. And I didn’t do anything wrong. The page is frozen and my EIN number IS CORRECT! All I want is to finally start selling and I am loosing money every day that I can’t. All I want at the moment is to have my account fixed or I will HAVE to look for a different company to move my website to. I am so over hearing the same thing over and over again! It is sooo simple to let me show my paper and that’s it. What is going wrong here??