No option to start a new support message

When I first joined as Pro member, if I needed support I could start a new message thread and would be told that I would be responded to in x amount of time. They always carried through. Now, as of the last couple weeks, I have no option to start a new message and only to use one of my old, existing message threads. I am not getting a response on those. How do I talk to someone? I am having issues and need help. I have missed some critical timelines due to this.