A new code to migrate soundbank

I’M TRYING TO CONTACT SUPPORT RE. A SOUNDBANK I PURCHASED AND NOT RECEIVED A CODE TO HAVE IT MIGRATED TO THE NEW SYSTEM.

NO ONE SEEMS TO HAVE TIME TO RESPOND. ALMOST 20 DAYS…

Has anyone experience that?
Vintage Classics used to be just an exe file.

I START TO REGRET PURCHASING SOFTWARE HERE…

How long does it take for someone to respond on average ???