Changing Role

So I've also been trying to contact support about changing my role to Design and Writing because I received an email saying I’ve been approved and I got an offer letter, and even a mention that there's a project ready for me. I contacted them about it, and they replied saying that if I received an offer letter, I should reply to the email again so they could update me.

But I’ve already done this and haven’t received any response. Has anyone been in this spot?