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Actually, I have a different impression of the folks at eReader.com. They strike me as a very professional and good-natured group that really cares about customers and the general welfare of the market. They have chosen this DRM method partly because it is less restrictive than most and the marketplace (content providers) are not at the point where they would let go of DRM yet.
Give it some time and I think you'll find they'll get back to you. They're just slow sometimes. Submit another ticket if necessary.
As far as your particular files, you don't need to worry about the email if you can remember (or guess) the name you used when purchasing and the credit card number. I had a problem with some files because I didn't know what form of my name (caps or small, middle initial, first name or nickname, etc.) and which credit card # I had used way back then. I was very frustrated also. But I got lucky because with some (lots of) persistence and many trials I figured out all the necessary combos. Once a CC#/Name pair is accepted, all books under that pair are readable.
If that doesn't work for you, don't give up yet... I still think they will contact you. Check for a phone number on the site also, but unfortunately a lot of esellers don't seem to have phone support so if they don't answer email in a timely fashion you're stuck. Handango kept me waiting for a long time with a help request and I had given up. Finally they did take care of me, but I think it was a month or two later! That's not right, but it's the reality.
Good luck!
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