Erroneous ticket reply

[Alex]

At 6:53AM, this morning I opened a support ticket. How it got sent again 7 minutes later I don't know. I only sent it once that I'm aware of. I received the following message:

"This is being addressed via another ticket. Please do not open duplicate tickets in the future as it can actually slow down our response time. We appreciate your cooperation.
Regards,

Nick Manners
HostNine Support"

My ticket shows as closed. It is now 5:15PM I have heard nothing back from support. The note claims that it is being addressed via another ticket, but on my Support Ticket Center no other ticket has been opened.

I'm a very patient person, but how much longer am I supposed to wait for a response?

Or, is this a form of punishment?

Hi,

What is the ticket id related to this?

[Alex]

Thank you for getting back to me. The ticket number is: DDL837534.

I'm not a large account and fortunately I haven't had to contact support in quite a while. In the past I've been very pleased with your service. However, recently I am reading a number of complaints, which is a bit disappointing.

The problem that I have, is with a new account that I am setting up. I have set up 5 email addresses and although I am able to send out, I cannot receive mail.

I appreciate your looking into this.

Thanks,
Alex Bahtiarian

[H9NickH]

Your ticket was responded to within 14 minutes of you entering it. I apologize that the duplicate message was sent in error, however, all you had to do was reply back to the ticket itself to state that. That would have elicited a much faster response than posting to these forums.

I've updated the thread of this title, because stating you did not receive a reply after 10 hours is misleading, as you received a reply within 14 minutes.

If you still need assistance with that ticket, please reply back to reopen it on the system.