Yes they need to improve their customer support,some times we see the online support and some times we wont see anyone for a few days and i personally did not have much of a problem with them recently but i got banned temporarily recently when i was using a VPN while logging into the site but changing that IP allowed me to log in again.

What is the situation,if there was any issue ,it is more reasonable to inform what problems you went through so that every user understand the problem.