Yeah, you would think that a site making over 500k usd per day could hire some decent support staff. There's absolutely no excuse for it. Their support is the worst of any major exchange, save for for Kraken maybe - but I haven't had any problems with them.

Their confirmation times are ridiculously slow and their deposit/withdrawal system needs a major upgrade/overhaul. Its pathetic. They're missing TONS of features that even tiny exchanges have.

I recommend that you avoid coins that are going to be delisted or ones that are prone to withdrawal/deposit errors. Or you just have to factor it into the equation. eg how often is it happening and how much does it cost when it does vs how much you stand to gain.

I'm waiting and praying for the day that someone dethrones polo. It's so ripe for disruption but they have the network effect/liquidity and that that's basically the most important thing so they get away with being lazy and inept.