Payment works, download don't. No support whatsoever

I paid today for a footage that I needed for a project with deadline a few hours later. Payment was accepted, however I was unable to download the footage. When I clicked on Download it was some kind of pond5 logo animated but the download didn't start. I tried on several computers, laptops, different internet connections, I got the same no responsive download button.

I contacted support (following a help article from pond5) - no reply. I contacted support again after 2 hours, still no reply. 5 hours later still no reply. Why in the last 4 years since I started working with videohive and shutterstock I had no problems like this and pond5 does not even reply to the support emails? I had no ideea that they are so bad.

I had to send the project WITHOUT the footage I paid for. I am awaiting the refund and I will never return as a customer.