Just some quick searching the forums:
http://www.webhostingtalk.com/showthread.php?t=967921 (OP needed to provide additional information. Could this be the case from you too? )
http://www.webhostingtalk.com/showthread.php?t=1038962 (Again additional info is needed)
http://www.webhostingtalk.com/showthread.php?t=1006080 (Not really a bad review, but a "misinformed customer")
Overall, the research on this company I've done has been fairly positive. It is currently the weekend, and I do not know if they provide weekend support.
Have you actually submitted a ticket in the client area, or did you reply to an email their automated system sent you? I always recommend opening up a ticket, because a lot of the time the emails that are automatically sent come from a no-reply address.
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