Waiting 5 days and still no reply

I have been waiting for 5 days now for a reply from support on what documents I need to provide to increase limits on my account. I am premium customer and they say should get premium support, if waiting for 5 days and counting is premium support then I would not like to be a “free” csutomer. The problem is also that I can not close down (or I do not know how to close) the chat so that I can actually talk to someone.

I was thinking of opening an account for my business but I will not do this now until they have gotten a better support. Seams they are having growing pains or just stopped working. Anyone know how to actually get hold of someone or is it just to wait for another few weeks and hope someone answers