Non existent support. Non existent anything

People have been having major issues with support I’ve heard.
I have had a ticket in the works since June 2, 2020 and no reply to date December 4, 2020.
I paid premium for 2 months in a row and the account never got activated, never got a reply. Log in message at the bottom continued to say “UPGRADE TO PREMIUM”

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I might add the payment was taken twice on my credit card.