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.
Well, can they specify the reasons in more detail? And when will it be updated?
If they don't do it, they can't.
I don't blame them. They are a small project coping with a giant Ethereum blockchain and tough asset legislature. It would be nice to know every date, but there are cases when it isn't possible. Yes, even cases when it isn't possible a number of times in a row.