Just keep randomly updating your ticket - I have been! Just trying to be friendly! But i agree, it's been over 48 hours for me now and I've heard nothing I WANT MY RESPEC haha :)
From what I've seen from other threads they are just randomly addressing zen problems with no real logic to their process... so could be fixed at any time!
Personally I'd wait it out for now - disputing a payment results in a temporary ban which doesn't help you - I haven't found the physical number yet but I'd wait it out for now!
I can't imagine this is a scam or anything, it would sink the game and I doubt cryptic would be happy! I think there must just be a technical problem - remember it's like 8am for them over there... might need to wait til like 9!