Completely ignoring my customization requests

It’s been a while since I first sent you a customization request, to be precise over 3 weeks now. Then a week ago I sent another one hoping this time it will be noticed. No reply at all!
Once I brought it up as a new topic, Kika said it will be replied to by Monday, July the 20th. Still nothing though!!!

Why is it even promised to be replied within 48 hours when you guys ignore it up to the point that you seem to not care about this support group. I wouldn’t have a problem adjusting the theme myself, if it was easy enough to customize without all those finicky twists.