This really should have been in its own topic - I will however try to attract some attention to your problem.
As has been said the support telephone line is handled by a 3rd party service and they don't have the order or payment details so they can't deal with it.
Whilst it said 24hrs in the email response, we (avast users) are seeing it to be 5-10 business days - obviously over the holiday period there will be a greater number of non-business days.
You don't actually say what action it is/was that you required in your ticket.