Need latter from Envato for ITIN request


I am author from India and selling WordPress themes. We are going to apply for ITIN number. But it requires a latter from Envato. I opened a support request (ticket number #399415) on 22nd Jan. 2016 but it getting closed with SOLVED status without any reply. So I created another request (ticket number #403471) on 27nd Jan. 2016 but it’s also closed without any reply.

So can any Envato staff look at it and reply me why you are not replying and closing my requests. Please reply we need that latter.