[mothered]

Mailed them on saturday evening, no response, sent them another email yesterday, still nothing

I'm getting kinda pissed here

^ That's their tactic - to purposely Ignore you to the point of frustration, In hope that you'll give up and stop contacting them.

Don't fall for It, keep on going.

I wonder if I should start over by contacting them over chat and ask for an escalation right away instead of going through the same email over and over

Use whatever gateway will allow you to have the claim escalated.