Haveaname?
Never heard of them.
Make sure the name is in unlocked position so you can even obtain the auth code.
Can you unlock the name? Then request thru your new regsitrarr to transfer it to them? I am not sure why some domain people go thru this with unknown registrarrs. Maybe they are a good company, I don't know. I just trust the big companies as they have been around and are heavily invested. Names like Godaddy, Register, Fabulous, etc are good places to register names as they don't play silly games.
It may not appear that progress is being made, but you may very well get thru to them. By Icann rule they have to let you have access to it so you can freely move it. I remember others who had problems like this at 1&1.
Headaches are best avoided and finding a deal on registration fees is not saving money when a person has to go thru such ordeals. Good luck.