I have never seen nor experienced that issue before, but you can try to reinstall the game and see if anything improves.

Regarding the support ticket system, I usually receive a reply from the GM within a day or two so I'm not sure why you have yet to receive any reply at all. Right now, I can imagine them being swamped with tickets due to the issues with EXP, drop, refine, etc. knowing they screwed up big time with the server merge.