Do you have the screenshot of their reply? if the answers were the same and they keep telling you about being patient, I guess that no actions were being taken to your concern because of instead giving you an update with your problem they repetitively telling you same thing.
there are too many exchange why you choose to use not popular exchange?
The same question, I don't even know about the existence of this exchange and while there were questions asked about what exchange to use, I wonder how you've been directed to bw.com.