No reply or support from theme author despite paying for support

Hi! My theme author has not replied to my mails for almost 10 days now (since May 3rd) although I am paying for his support. I e-mailed Envato to let them know about it but the customer support agents I dealt with were not helpful at all. The last one I dealt with basically told me that it was not Envato’s responsibility to inquire why a theme author would not provide any support even after being paid. Can anyone advise me what to do? Thanks, in advance.

You can request a refund for the support payment if you have added additional/extended support

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