requesting a new card

I have been emailing payoneer for days now and hardly ever get an answer back. all I'm trying to do is request a replacement card to my new address. I included a photo for proof of address, as well as name, last 5 of social, etc. still no response. I'm trying to get my new card as soon as possible.
also, when charged the replacement fee, is it taken out of my payoneer balance?
thank you!