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so my guess is you might have contacted steam support instead of steam team.
I am not sure if this issue comes from your identity verification but if it does just select that in the options.
if you are unsure just contact them through the first contact button on this page.
https://help.steampowered.com/en/wizard/HelpWithPublishing?issueid=904
valve usually redirect the the tickets for you but be sure to be as detailed as possible.