No response from paid support

I’ll start by saying I am on a paid Business plan. 3 days ago I created a help request to get assistance with thousands of credit card transactions coming through my site which I believe to be fraud. I have heard NOTHING back at all… no response what’s so ever from the 24/7 support I’ve paid for for days now. I have had to hire a WP professional who has taken down my cart and checkout pages to stop the transactions but can’t move forward to fix anything else as he doesn’t have access to the backend. My genuine customers clearly cannot order. Fraud transactions are all coming from the same IP address so we just want to be able to block that address so I can open up my store again. We have even tried to download and install Wordfence to gain back control of the site but WP won’t let me install that. I have had no help from them and as a kick in the guts I am limited on what assistance I can provide to myself to get myself some kind of resolution. So…. my question…. how can I get some kind of response from “support” and or how do I reach out to customer service? How can I move forward? Next step I can see is a call to my solicitors… so if you know how to contact their legal team that would be good too.

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