Premium paid but no support after two emails

I have sent two emails to [email protected], one at the end of September, one at the beginning of October. It is now mid-November and still have not heard any response, despite paying for the premium plug-in.

We have customers calling in reporting they are not getting the correct numbers which they have manually selected at checkout and clicked Change. As soon as they complete payment, they are given the ticket number that is in sequence, instead of the one they manually selected, despite being within the specified allotted time.

Tickets are also being generated outside of the parameters set for the raffle. A raffle with a limit of 25 ranging from 1-25, there will be a missing spot #23 and a customer will be given a spot #26 instead. This issue happens every raffle, with no on hold orders.