Did you send the ticket to billing http://www.aeriagames.com/contact/billing
What is the status of the message? If it is "hold aeria" the ticket is still under investigation and need to wait answer, if it is "hold customer" reply to it and explain the issue is actually not solved.
AP issues are not things on wich Aeria just say "we cannot help", if you give right info these issues are always solved.
If you need assistance how to answer the ticket and how to retrieve the info you need, pm me with more details.