When will i get a respond

[TNB_Patdon]

I started a case about my missing heirloom shard a few days ago. I got respond about me showing proof of purchase. I did take and later on i got a respond saying i have to respond with my email, my account name and some other things so i did that but i havn't gotten a respond in 2 days. Can yall explain why and how long it takes to get a respond?