Customer Service experience is a nightmare

Why does it feel as if no-one in the Customer Service department at this company wants to help out? I logged a ticket on Monday, 4 August 2025 @ 11h46 AM (4 days ago) and then I immediately received an automated response. That automated response has been the only response I've gotten so far, the only form of interaction I've gotten from Payflex support, in 4 days.

I'll copy a snippet from the automated email where they "promise" help: "We are here to support you. Your query ticket number is TICKET_NUMBER and one of our agents will be with you shortly to extend that Payflex personal service (no need to send any additional emails – we promise someone will get back to you in max 72 hours) - maybe a little longer around pay days."

It is not "around pay day" when the ticket was logged, it is more than 72 hours and I have heard nothing. I've logged another ticket where I want to try and request an update on my first ticket, but still nothing?

My ticket number(s) (unfortunately yeah, there are two) are 992088 and ***. Please can someone just help me?