New house- has a Ring tied to old owner

Hi everyone. We bought a house, don’t know the old owner, their realtor has tried to contact them numerous times to remove themselves off the device to no success. Called ring last Friday and this Monday and again Thursday, told to wait for a email from them so I can take over the device and actually activate it. Still waiting.... So my question is to anyone who had to deal with this and how long did it take you to receive this mysterious email from ring?