I know there are definitely some CS issues right now. I am not arguing otherwise, believe me. The problem is that your in-game ticket is the only thing that gets your issue into the system for them to even look at. So, as frustrating as it is (and believe me I know it is and it is one of the things being passed up to the devs), please stick with it. It becomes much more difficult to figure out what is wrong and train/discipline as appropriate (I make no claims to have any information or influence on that) if there is no record that the mistake was made.
Their CS staff is understaffed, overwhelmed and some are making some major mistakes. I can and will pass that along. Some of that will only clear up with some time, training and additional staff most likely, but they will have no idea that your issue is still hanging around if you don't resubmit.