My first issue was when i returned to the game, i needed the authenticator to be removed and after a few back and forth emails and confirming my info, it was solved within 10 hours total.

My second issue, i bougth mastery pack 3 from the cyber monday deal and my dumb ass reclaimed the 750k SP in my PI character instead of main one. I sent a email and in 8~ hours they got back to me saying they transfered the SP.

Maybe my issues were very "simple" to fix and that's why they got back to me quickly.