Pardon my cynicism but you're trying to get support from a company that offers a free service and has millions of users. Providing direct support to individual users is not part of their business model. If the past has taught us anything, it's that the normal user is screwed when something goes awry. Unless you know someone important or the company decides it's good PR to help you, things look pretty bleak.

Apart from that I hope you can solve the problem.