They take a while to respond. I sent my email soon 48h ago and all ive got so far is a case number..
It's taking way too long for such a thing, account hacking seems to be a "thing" right now so my guess is that they have a lot to do. Why not automate this somehow, like having a link in the verification email that gets sent to the old email. Or how about having a phone number you can use to reset the password. There's lots of ways this could be made better..