According to the tech I spoke with, when you update the email on the site (the only place that allows you to do this) it doesn’t update it in the ticketing system. So if you change your email (lost my only copy of 2FA key for protonmail and couldn’t recover) there’s no way to update it.

This was the experience I have had as well. Just updated OP with an update but TL;DR, ticketing system had old email then what I had on the website.

If that’s true, then the email system is broken. I’ve submitted 3 tickets and have not had a single email.