Is there a hint question that you set up for the website? Some websites have hint questions that help users manage their website without Customer Service intervention.

If you aren't getting response from CS, it is probably time to move your website to a host which has better customer service.

But did you also forget what email address you gave them at the time you created the site? There is a link they provide for lost passwords. They will send you by entering your email address.

No it's not your current one I know because I tried and it said no registered user by that address.

But back when you started that site maybe you had another private email address and maybe you still remember and maybe you still have access to it?

How long ago did you send them your problem report? Sometimes they need to be sent more than once.

Good Luck