Service Quality

I purchased a theme and plug in three days ago. The theme did not load properly so I purchased the $50 Express we load it for you option. I got a note from Envato saying it had been allocated, then a note from the person it was allocated to to say they were on it. That was nearly 36 hours ago. I have tried to call envato and get an answering service, and emails to the person doing this are unanswered. Have I just been conned out of $130?