No, I am not sure you understand how support ticketing systems work.
As I explained earlier there is no point in creating a new ticket to an existing issue. You need to follow up on the original issue which you didn’t do correctly, and ended up having multiple tickets all over the place making it extremely difficulty to resolve. Each time you create a new one it is at the bottom of the queue with the existing one waiting a response from you.
I am not sure what you did when you responded to the support email with the mongo DB instructions but clearly something happened with your email program and it created a new ticket rather than following up the existing one. Those emails you show in your screenshot never got associated with the original ticket 30344. They actually created a new ticket #30522 and you would have received a notification about that, and you then repeated the same mistake again, and again - I can see it in the queue with 3 mails there.
Effectively it looks like an entirely new case.
#30522 RE: Re:[## 30344 ##] Jira Integration
If you had stuck to one ticket and answered correctly it would have been fine - support was waiting for a response!!
Multiple tickets do NOT make it faster to resolve. They make it much much much slower, if at all, as all the context is lost.
You were originally in contact with Luis, but if you open a new ticket it could be assigned to another person who knows nothing about the issue - there are dozens so it is not easy to join the dots.
So our apologies it did not get resolved faster but hopefully with your refund and payment stopped you will be fine.
For better SLA times you can of course use one of our paid plans.
For future issues please make sure you just open one ticket at a time, and stick to that ticket. You can message me if you have issues.