I opened a new ticket 2 days ago because of the lack in communication.
The ticket was then assigned to Charlie some hours after, without an answer to me.
It's very frustrating to not get an answer for days/weeks when you wait for the money.
And it concerns me that they don't think it's worth to give me a message like "Sorry, it takes some more time to investigate" or something.
If you open a duplicate ticket you have to wait even longer. AND you make other people wait longer too. You are supposed to use your existing ticket.