Dear @IAP,
You have every right to be concerned about this battery issue. I’m sorry the customer support team has not contacted you earlier. I will personally put this as a top priority when the team is back in the office Monday morning. Further, we will discuss internally why this issue was not prioritized and you did not receive a response sooner.
In the meantime, please do not use your phone with a bloated battery - I cannot be sure exactly what the cause is without more details, but a bloated battery is potentially very dangerous. I’m writing this publicly so other users know that bloated batteries are dangerous.
I’m sorry for any inconvenience not being able to use your phone may cause. We will have more information for you by private email on Monday.
Thanks for your patience,
Joe