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What is going on with Acronis Backup 12.5 Cloud Support

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I have been having some issues with Acronis Cloud Backup and I got some initial support, but when trying to get follow up support they have just totally blown me off. There have been two scheduled calls they have completely missed, and now I have been on hold for 2.5 hrs waiting to speak with a management person to discuss what is going on. What is going on with Acronis Cloud Support??

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Dear David

Your open support ticket has been reviewed by the quality team and feedback shared with the agents involved in the investigation process. Please accept our sincere apologies for all the difficulties you had to experience. I'll keep an eye on your tickets and make sure the investigation is moving in the right direction. Feel free to contact me directly if any questions or concerns (click Send message on my profile). 

Have a great day!