A few months back, they streamlined things to where most inquiries now should be directed to the forums. That is likely why that mail is not getting through to someone.
After you post on the forums, a couple things can happen. Us community members can help if it is something we can do on the customer side of things.
In your case, for things on the Hubitat side of things, we will tag @support_team and they should see this post and reply to you fairly shortly.
Reference: New customer support portal
