Companies should not automate their business processes if they do not have a staff for process maintenance.

I'm also having issues with Poloniex (https://bitcointalk.org/index.php?topic=2285553.0) and I really dislike their style of business.

Scamming and not answering is the same thing for most of the people because the outcome of it is: loss of money.

I wish you good luck on your fight!