Yes they are hard at work. You may have seen the post today about the astonishing growth of the Chess.com membership and the resulting impact on the site's performance.
https://www.chess.com/blog/CHESScom/chess-is-booming-and-our-servers-are-struggling
That probably impacted the number of emails that support has received. I would guess that they are up to their eyeballs in complaints right now.
Is there anything that we might be able to help you with?
Oh I see from other posts you have made. You want to change your name again. You just joined nine days ago and you already changed your name once but now you are unhappy again with your current username.
Unfortunately, everyone can change their name by themselves just once.
I guess you do need their help.
How did you know that I wanted that? You are absolutely right I do need their help. Great job!
I bet if I saw your post history that it would say a lot about you too buddy
What a rude and thoughtless response
I was trying to figure out if there was anything I could do to help you.
Looking forward to alexcr4 
Does chess.com support still exist? I realize they are very busy, but I have waited over a week for them to respond. I even sent them a follow-up email about 2 days ago I would think that would be plenty of time. I also know I'm not the only one with this issue. If anyone has recently tried reaching out successfully via email, let me know. Thanks.