Never contacted after I received confirmation of my identity materials completed. Support says they can’t help?

I applied to be a new Amazon Seller 3 weeks ago and I received a confirmation that materials had been received. I had not heard anything since then and my account is still pending. I reached out to seller support to see why my application is still pending weeks later and received the following email response:

“We have received your inquiry, but we cannot provide support on this matter.

Why is this happening?

We cannot provide support on this matter because your request is not related to the verification of the seller identity or related processes”

I don’t understand? My entire support request is related to verification of my account. Has anyone else had this issue? What should I do?