Pardon my cynicism but you're trying to get support from a company that offers a free service and has millions of users. Providing direct support to individual users is not part of their business model. If the past has taught us anything, it's that the normal user is screwed when something goes awry. Unless you know someone important or the company decides it's good PR to help you, things look pretty bleak.

Apart from that I hope you can solve the problem.

So true, I've worked for agencies and clients that spent advertising dollars but still could not get individualized support. The only company that I worked with that had a dedicated rep was an agency that managed Nissan, Infiniti, and many other global brands. They just don't have the bandwidth to do individual support, which is why they direct to the FAQs.

This is par for the course with most tech companies that fail to get CX. Some are better though than others and a small handful actually attempt to be responsive online. Twitter gets an F for online support.

If it's a really real problem about lots of money or laws being broken you may want to email carpet bomb or lawyer up.