That seems odd. In addition to posting in the support forums perhaps submit another ticket? I don't know. I've never had to deal with this sort of thing before. I have contacted Steam Support in the past and received a response within a few days.
Read these if you haven't already.
https://support.steampowered.com/kb_...5406-WFZC-5519
https://support.steampowered.com/kb_...4815-UDFC-8010