Request Fatality Support is strange?

I have a fatality ban on the page and they don't want to remove it, the problem comes that when I wanted to make a ticket for the unban, which was also for exceeding the purchase windows (stupid but okay ok I'm not complaining for now), after that context I made the ticket, completed it with my information and everything was fine but they literally didn't answer me in like 4 days... it's okay that they take their time but no hello or anything to tell me that they don't answer or what... they said absolutely nothing... if someone tells me what mistake I could have made, tell me...