That's so frustrating. We requested support again and just went through almost the exact same process. At the end, the specialist said we had no problem and closed the ticket. Unfortunately, you can't respond to a closed ticket, so we just need to start over and hope the next specialist reads our request.

We did have a Tencent rep contact us through QQ to make sure everything's been going well with the support process. Essentially he was running a survey, though, not providing additional help.