Customer services dissappear for nearly a month?

I have over £100 on my account that I am unable to use. I’ve been fined due to not being able to use my card at a petrol station and this has caused me great stress.

Ticket reference is:

I don’t know whether you’re just ignoring me or forgotten about a loyal customer but it’s made me completely lose trust in you as a company.

You have ignored me for over 3 weeks now despite multiple new tickets being created.