Service Problem

Hey I have been having a problem for the past day and I did both called the customer service number to take care of it and emailed the issue to viasatlistens. I got a ref number and it said it could take up to 24 hours which I understand but now its been over 24 hours and I have not heard from anyone. Do I need to resubmit a email and try again or what is the best way I have already try calling thanks.