Sorry to hear about the trouble that you're having with them. It doesn't look like they have a representative here on these forums. The domain is registered under "Nathan Mahdavi", he might be worth investigating further (although his personal site reveals that he is a web designer, so he may not be involved with the company's operations)
Sorry to hear about your issues with them try contacting them by phone call their contact number in their Whois if there is one. Maybe they either have a problem going on with their system or support system and perhaps they aren't getting your support request or something happen to their in house staff or office. I hope you have a back up just incase everything goes even more down hill fr here.
May be they have financial problems? As usual, company start to cut its support team when company have no more money.
And if you see such problems during 6 month, may be it will be better to change host provider? Cause in one "good" day you can lost your files and backups and you will not find support to solve this problem.