PPH Support Team not responding

We are having an issue with our freelancer with respect to deliverables not submitted and the freelancer charging us additional fees. We contacted the PPH support team and they sent messages to the freelancer under the workstream. We replied to the freelancer under the workstream on 30 January 2020 and notified the PPH support team of same on 31 January 2020. 

Since then, we haven't received any reply from the freelancer nor the PPH support team. We sent e-mails to PPH support on 06 February and 10 February 2020 asking for an update and as at to-date, we have not received any reply.

We must highlight that so far we received timely support from the PPH team and this is the first time they are not responding despite our e-mails.

Is there any one who can help us?

Kind regards,

Dhanesha