[eslaught]

They could have posted from a non-throwaway (or at least non-anonymous) account and identified a clear point of contact. As it is with such vague instructions, it would be far too easy for the issue to get lost in the Rube Goldberg machine of their support infrastructure again.

Disclosure: I have no specific experience with GitHub support, but I have experience with other support organizations and "send us a new ticket" can easily result in a repeat of the original bad experience. I'm not saying this would necessarily happen to the OP, but we also don't have any assurance at this point that it wouldn't happen.