Best to write with the live chat. (Support) to get a employee in the chat, I would write:“ Promotion Problem.
I had the same problem, they put me off for weeks and kept promising me that I would receive emails again within 24 hours, but it was always a waste of time. I had to describe the same problem 100 times each time. In the end I opened a new email address and updated it with my account, I would advise you to do the same if they don't manage to do it on the first promise