You've been waiting for 5days, weekends exluded? Maybe there are tons of tickets until today that causes the delay. You could contact them through twitter as well,
https://twitter.com/bitpay , I saw them replying to some users' queries there.
From their
site about how many days to wait:
UPDATED 9/22/17
While we aim to reply within 1 business day, please allow up to 3 business days for first response. We are currently working to clear a backlog of over 1,000 tickets so we can get back to meeting our service standards.
We apologize to everyone affected by this delay, and we ask for your patience as we work to answer your inquiry. We are making important changes to our product and support processes to streamline your user and support experiences.
We put priority on tickets submitted first. We also aim to answer issues requiring bitcoin refunds first. We work from oldest to newest, so please do not send more emails for the same issue. This will move your inquiry out of its place in our support queue.
Please note that our support team's hours of operation are Monday through Friday, 4 AM EST - 8 PM EST.