Account recovery

This is a new account just so I can post on these forums...

I contacted tech support via email about recovering my old PoE account.
My email was not recognized, and when I searched my account online it shows I have no characters!

I was asked by tech support for my account name and 3 character names..
I gave them these details as well as the account I used to pay for stash size increase and a few cosmetic upgrades.

This was 10 days ago and there hasn't been a single reply in this time.
Is there an eta on how long this process takes?