Why almost 1 week wait for support on $$$ payout error Hospitable told me i had to contact then..?

We have a pending payout for nearly $10K from one guest. 
After not seeing in my bank account I checked Hospitable status and it says ‘Your Hospitable balance was lower than the payout amount when we attempted the transfer. Please contact support so we can resolve.’ 
There were no credits that should have impacted this.
Now I have been in a queue for almost a week.  Got all the way down to 9th in line and now back to 18.  This is completely unacceptable.  For all the AI features, getting paid is fundamental. Support queue prioritization is also fundamental - this is not a ‘nice to have “how to” question.  
We’ve loved Hospitable for years, but after this considering what we need to do and may at least move payments back to Stripe.
Anyone know how to sort this issue without getting ahold of support?