It does state on their website that "...this could also take upto 12 hours. In most cases if you pay by Credit Card, you should expect to wait upto 24 hours for fruad checking due to the increase in fruad sign ups."
In this case, it may be possible that it is just taking a little longer than expected. As for the slow response to your ticket, it may be possible that they simply have a longer response-time, such as 4-6 hours.
There are many hosts with instant activation. Just read their plan descriptions and most likely as long as your signup is legit and doesnt look like a fraud order, your account will be setup instantly in the billing system and you should be emailed very fast with login info.
Hopefully your current host will get back to you and get it setup asap.
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Yes, instant activation is important for web hosting business. many of my customer won't wait for more than 1 days for activation and their cpanel will be setup immediately after I confirm their payment.
some hosts have fraud scoring systems, if you are below X score, then you will get instant activation, if above X score you may get put in a queue for manual varification.
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