It's been more than a week since I sent a ticket, how long does support take to reply?

I don't want to link my payment to dndbeyond for fear of it being charged multiple times again for the next cycle.

I have been waiting 10 business days so far on my purchase-related ticket with no reply.

I got a stupid reply 5 days ago telling me that there was no successful purchase on their end even though I already got charged thrice. 

They are also telling my to cancel my sub and resub with a new card which doesn't solve the problem at all.

Now I don't want to purchase anything new on this site if the customer service is this bad in handling payments.