How do we get support?

I got my son a metaqueat for his birthday a month ago. We have not be able to make and purchases as there seems to be an error on the account.  It seems to be set up properly but every time he tries to buy a game or anything else he gets an error code.  We submitted a ticket but have only been receiving AI generated email responses for 3 weeks now with no offer of resolution of support. How can we get helpso my son can use his birthday gift??