Problem getting response from Support

Hi- Filed a ticket ((#495740) for issue with RB 6.8.5 crashing on startup. 

After getting an initial request for information, it's now been several days with no updates, and no response to emails. 

Now the ticket above doesn't even show up under my account. I called the support line and they said to file a whole new request, which I've done. 

Can someone please help? It's been a week since I first reached out to you, and I need RB up and operational.