Why does your messenger help not respond to requests?

two days ago i sent a help request through messenger help email. my instant messenger box and icon disappeared when i closed another session. and has not reappeared. they need to reinstall it. so i can instant message. i have received nothing. no confirmation my request received, no reply of any kind. and the problem is not fixed. unfortunately this has been my experience before with messenger help. this needs to be corrected. thanks.