Cannot get support to respond to ticket

We purchased the PRO VERSION of this plugin. We had an issue we could not resolve and put in a ticket on 12/9. We received an automated response:

However, as you could understand, since we’re trying to adjust to a “new normal”, there could be a slight delay in our response time – but please be rest assured that your query will be answered within 48 hours.

I finally managed to catch chat support and the issue was taken care of in minutes. Then we ran into another issue with the same form. We put in a ticket on December 31st (ticket ID 5046), received the same automated reply, and have had no response whatsoever. I caught live chat yesterday in a stroke of luck, and they asked for login info, logged in, and I never heard from them again. Chat timed out. Problem still exists.

We have three forms on our website, all of which offer product customization. On one form only, even though the costs add up on the product page and are shown at checkout, the upgrades are not included in the total. The lack of support has held up this project for over a month now.

The page I need help with: [log in to see the link]