Wait time for ticket?

My account was recently hacked. i made a ticket took 12+ hours for a response. My issue is they needed more info like picture i.d etc. which i gave them. But now 4 hrs later…im waiting for a response still. is it really 12+ hours just between exchanges? no callback option, no live chat option and no option to call…I dont want to be rude and make another ticket asking. hey did you forget about me?
Because if you sent a message once in awhile, verifiying you didnt forget about me. it would be nice. im already at high anxiety from my account being compromised.
Anyone have any idea how long it usually takes?