Unable to get out of SES Sandbox

I have not been able to exit the SES sandbox for about a week now. I made the initial request one week ago on Oct 24. Within minutes I got an automated response for more information, which I filled out within minutes.

I have not received any decision - the case status kept reading "Customer completed action". Yesterday I resolved it and reopened it, in an effort to bump it to the top. I have also opened another support request to follow up, and have received no results.

Is it necessary these days to purchase support to address these types of situations? I have done this process on other AWS accounts before and have never seen this type of delay. Please help. Is there a way someone can look into my account and address the case?