Same situation. Total ignore from customer support.
I have around 20$ stuck my API account since January because of “insufficient_quota”.
Now I lost hope to ever use this API again (also, many alternatives appeared) and requested a refund (from API interface). And what they did without hesitation - is canceled my “GPT Plus” subscription 
instead of refunding the balance from API.
Now I have two problems and they ignore me on both. 
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