You could be right about their inability to communicate properly, but you kind of started off on the wrong foot with them. You were immediately accusatory and didn't ask for help, only pointed to this accusation.

I know it feels like they have you bent over a barrel but your only option currently is to submit the KYC documents. If I ran an exchange, I wouldn't hold funds over surprise KYC issues, I would let the user withdraw them back to their original address (I know with XMR that's a bit more difficult to prove). But, I'm not an exchange, so you kind of have to do what they say.

If you get to the stage of kaefergeneral where they took your KYC and your coins, then let me know here and I will help you to open a flag against them. That will put up a warning message that is visible to everyone who can see their thread. If company/project cares enough about their reputation on the forum, they will find your accusations worth responding to, potentially helping you to resolve the issue.

As of right now, however, there is more evidence in kaefergeneral's case to warrant a flag or a red tag as they actually underwent the KYC and still haven't received their coins. I will tag the KuCoin Exchange account and point them to this thread to see if they will respond. Gonna give them a couple days to respond to my comment in their thread before tagging them.