I'm sorry, but I have to say, your email support is very bad, less than nothing.
Last week I sent an email asking about my membership renewal. And of course I didn't get any replies. I've been a golden member and I wanted to renew my membership but when I was trying to do it, no renewal discount was displayed. And yes, my membership was still active. That's why I tried to find an answer on the support forums. I've found a few threads in which the users were told to contact you with an email support ticket. I've contacted you, but it looks like it was a waste of time.
I think you should show some more respect to someone who decided to pay for his membership (especially because there are thousands of people who just steal your templates on warez websites).
Thanks for nothing and good luck.