But they don't transfer my tokens for a week...
There was a congestion in the Blockchain. Your transaction is in queue and will be processed in no time.
Yeah, just like this one.
And what are they supposed to answer? "You know, 3 hours ago we said it was a blockchain congestion, now we say a gang of psychopaths performing ritual dances in our HQ"?

They should tell you the status, and that's what they're doing man.
In theory, you should have a txhash of transaction. And you should be able to check the status by yourself