They created a ticket on pheenix.kayako.com and nobody respond the ticket after one week.
Sorry to hear that. All I can tell you is describe exactly what I did, just in case it helps:
-I requested the codes by using the transfer out option
-after one day of waiting, I created a ticket requesting the status of the transfer
-after 3 days I finally received the codes but no response from the support
-since the codes were wrong, I requested them twice again but this time they arrived the same day along with a response from the support that they had sent the codes.
-since they were again wrong, I told them so via the ticket and I received the correct ones next day
-I tried to transfer the domain out but this time was locked (probably due to the long waiting) so I contacted them yet again to unlock it.
-next day domain got unlocked and I finally started the transfer.
maybe something in the above procedure might help you get the help you need