They are kinda late in my opinion.BCH price is dropping more and more,I'm just starting to think that they took the coins for themselves.. 
They have informed the users to withdraw their coins if they need to have the split coins and they were clearly not supporting BCH but now they have come to a decision that they will be giving out the coins to every user which is really great to the users who were complaining and were planning to sue them and basically they have the choice to delay the proceedings . 
This is right and I didn't withdraw my bitcoin before the split. I'm facing the same problem right now, we weren't updated as their customer service told us. If they say they will credit our bch, waiting is no good right now. It's 12 August.
We are 16th August right now and still no update no email nothing.I will send them an email right now hopefully they answer.I may seem pessimistic but I really think that they will never credit our BCH nor reply to my email.
They probably sold it long time ago and runned away with the money.Just my thoughts guys but I would like to hear from experts.What can we do if they runned away with our cash?