If you read the reviews in Google, you will find a lot of negative reviews that talk that the time to buy Bitcoin takes a long time and requires a lot of communication with the support team, no one here works in that application, so you will not find anyone to help you, but you may find people who have gone through similar experiences.
The support team is the only one who can help you.

The best alternative is coinbase, and you can buy and sell directly through p2p .