How long to Support take to get back to you?

I had to leave the game for eight years but two years ago I was told my Accounts with all my names on my realms were still there, ive bought a sub and latest exp but if i cant use the name on my realm ill get a refund, ive checked no one else has that name.
I agree its stupid and immature but shes been called that since 2009 and i really dont want to change it, especially if no one is currently using it.
Also does the armoury still exist?
It said tickets would take 24h its now been two days. I remember when they got back to you within 30 mins, what happened?

Thanks