Make sure that you received the auto-response when you submitted the ticket to billing. If you did not receive an auto-response in your email with a ticket ID, then support never got the ticket, Check in your spam box just in case. You can always manually submit the tickets and keep track of them at the support desk:
http://desk.surpasshosting.com . Billing only works the normal 9-5 M-F. If you still have not received a response on the ticket, you can try bumping it in the queue by replying to it.