Mediator not responded for 2 weeks

I had an offer accepted over 2 weeks ago, but the buyer did not complete the trade so I raised a support ticket.
Other than the automated response I have heard nothing from the mediator.
The automated response said I should get a reply in 2 days, but it has been over 2 weeks.
Is there anything I can do to complete/close the trade? I have also tried messaging the buyer, but got no response.

Use this guide to contact them throgh Keybase, messages are sometimes lost. 2 weeks is too much time.

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