The latest update that we heard was that the average time to first answer is now ~12 days (here), so it is indeed strange that there is no response yet. Have you checked the spam folder in your e-mail client for any replies (this has turned out to be the problem on more than one occasion)? Alternatively, if you log in to your support account, you should also be able to see whether there were any replies.
If/When you call support, they should be able to put you through to somebody who speaks Dutch, French, German, or Spanish if you’re more comfortable in those languages (and possibly a bunch of other languages), though I understand that calling them shouldn’t be necessary.