3 weeks of ticket numbers without anyone taking responsibility to resolve my query.

I have being trying to get hold of a person with a query for 3 weeks now with no resolve. They say due to covid no one is at the office, this is a poor excuse. to have just turned their contact phone number off. Now you can only send emails to support and all I keep getting is new ticket numbers but no one has actually tried to resolve my problem. This is shocking, we are interesting them with our money and they don't seem to be able to deal with queries as their systems are not working well.

I would like to get my problem resolved and I am not getting anywhere.