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I think it's safe to say it shouldn't be anywhere near that long, have you tried chasing?
Wdym by chasing in this context? I closed one ticket after a few days, then opened another, that was a month ago because I'd made a mistake in how I labeled my ticket so I thought that was it. Then after like 2 weeks I reached out on Reddit and got no answer. Opened another ticket at some point to ask about support times, no answer to that either. Waited another 2 weeks, now I'm here.
By chase I mean reply to the ticket you have open asking for an update. If they still aren't replying after multiple tickets I'd probably just move elsewhere and chargeback. Send proof to PayPal/your bank that you've had no response in a month.