Follow up customer service

With regards to my enquiry 3 weeks ago, I received an email asking to send the virus files, I did. No response after continually asking. Could someone please follow this up?!

Can't remove threats/virus! | AVG

AVG Customer Care - Request #04518000

Hi Madison,
We apologize for the inconvenience caused due to delay. the issue has already escalated to our senior team.
Once we got confirmation from their end we will get back to you.
Thank you.