You can give them a call, this usually speeds things up.
As regards to their price match, once I had a case with them - booked a hotel on Booking.com and then a cheaper rate appeared on Agoda (which is part of Priceline as well), so I sent them a request -- they rejected it because the hotel name was slightly different on Agoda and the requirement is that hotel names must match exactly. After spending a couple of days trying to explain them that that's the same hotel and all the other things match (i.e. address, phone, pics, etc.) without any success, I just cancelled the reservation and booked with Agoda (as it was with free cancellation anyway).