Threaten to contact the better business bureau. That's what I did after about a week of waiting for one of my emails to get a reply. I got the gold in a day after that.
Ty for clarifying. You seem to be all over with giving advice and pretty knowledgeable about the game. I've just gotten to gold. I'm assuming I need to get rid of the plat chars I got while on silver and incorporate the higher rated golds for now