Not a mod. But from what I see there's been a lot of complaints about DO not responding to support tickets. Every one of them is recent.

https://www.digitalocean.com/community/questions/delay-on-opened-support-ticket-reply
https://www.digitalocean.com/community/questions/please-answer-my-ticket
https://www.digitalocean.com/community/questions/why-has-support-fallen-so-low
https://www.digitalocean.com/community/questions/help-desk-doesn-t-help-me

You're not the first one. If you're really unhappy with this, the best you can do right now is to switch to other providers.