Harald It's not normal, but of course your money isn't lost. If bunq wasn't able to process it right away, they will process it later. And even in the rare case that any error happens in the Sofort topup process, all money that is unaccounted is automatically booked back to the original account.
Support will also come back to you, as long as you don't close your ticket. It may sometimes take a bit longer if they're getting a lot of tickets. But in this case, the whole process is automated, so they will probably just tell you the same thing I did.