Hi! You may have things sorted out by now but if not then....
Sorry to hear you have not heard about your VIP account. I am not staff so can't help directly but maybe look in your junk folder as sometimes their correspondence goes in there. Also, if it isn't there then send in another ticket for the "Attention of Andy" It may help but then again it might not.
Hope you get it sorted out one way or another as it costs a lot and you should have been able to access sooner than this.
All the very best.