Payfast Response

Payfast allows for support calls being logged and online requests to enquire about fees for some transactions such as a payment request but despite being given a ticket id, no response to the query is forthcoming.. I logged a call for merchant id ***9 to enquire about about money kept by Payfast in the account despite no transactions having been processed for the month and have received no feedback. I also requested some information from the sales team regarding payments made to the account using the "Payment Request facility" and what the fees are, but have not received any feedback. It's all very well to log calls and request information through the Payfast dashboard, but one would then expect feedback from Payfast certainly within two or three days!