There are multiple IntelliShop schedulers out there. If you haven't received a response from the particular scheduler you typically worked with, have you tried to contact a different scheduler who can take a look at your account?
Personally, I find IntelliShop to be like any other reputable company. You work with them; they'll work with you. From my experiences with IntelliShop, it has always been a professional, pleasant experience to work with their schedulers and editors.
Very infrequently shopping the Greater Denver Area, Colorado Springs and in-between in Colorado these days.