Yep, of course I have been emailing them. The purpose of me posting here is so that my process in retrieving my money is transparent.
I suggest that you log in and use their new support option. I have no idea how it works, but I did communicate with somebody there and I can tell you support will most definitely be improving. I can't say in what way, how much or even when, but the new support option is a relatively quick result considering the load they were under last week and I find that quite encouraging.
EDIT: I clearly have not been their fan boy, so the fact that I wrote this should mean something. I also should say that the communication that I did have indicated no specific action, just an honest intent and I believe the ability to make it happen; I am in know way "in the loop".