Worried about submission (CGC Germany)

I’ve submitted 2 orders about 80 days ago. I ship through CGC Germany as I live in the EU. Now during this process i’ve had contact with somebody from customer support that helped me with some of the questions i’ve had. However after a certain point they stopped responding. Even after reaching out again several times. I even tried reaching out to their general support, however I have still not received an email back. It says my cards are done grading, have payed, but can’t seem to get a hold of anyone to confirm my payment and other shipment related concerns.

Does anyone here have experience with CGC Germany? Or CGC support? What can I expect here? What is reasonable in terms of expectations when it comes to getting a response. It’s been over a month now and am starting to get a little worried.