Yes I can confirm that help desk is unfair and never answer.
At the same time I suggest to activate 2fa system on every exchange account that keeps any type of tokens.
Many people can confirm it since same as you I encounter such bad issue regarding on that site that's why I made my decision on not to trade any alts available on that place. Maybe new people should advise to avoid that site to so that the pile of people who enrage at them will be lessen and their scam business will shut off.