Yesterday I paid a month on my account to try out the new server.
Unfortunely there was a payment bug and now I have 1 month paid, 1 month failed payment, and so, even that I paid my account its frozen/unplayable.
Been waiting for 17 hours already and I still have no response.
I bet it has something to do with the new payment window and the amount of players who came back. I agree tho, that the wait time is way too long for this kind of error.