I think the bigger problem is the part of customer service, if the customer service are more active and responsive to the varying issues users are encountering in the site it will make things easier, if they want to keep their reputation they better do something about customer service otherwise they could be given wrong impression to users.
Yea the lack of customer service and reliance on tickets and being deferred to the ticket staff and just having no good way to get information anytime money is involved and even more when your site/service clearly isn't built to a high standard of accuracy...it's just a recipe for disatisfaction