Hi Eddie,

Apologies for replying so late to the original ticket.

We have responded to it now, please check it and we will keep following up there.

For future reference, please don't open multiple tickets with the same topic, 

as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) 

or inform you that the ticket has been submitted more than once.

We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue; it will not speed anything up. 

We try to be as fast as possible, so thank you for your patience.

If you have any questions or concerns about another topic, please open a new ticket, and we'll gladly help you.

Thank you for your understanding.