I think it is much better if you could somehow work it out one way or another. This means that contacting customer support is the best way to do it because they will be getting the ticket in their system that way and can't close it until it is solved, and that's what they will aim at doing, so you will get help.
The team can respond towards it but think he might be just putting false allegations against them judging from the trust ratings but yeah the last information and decisions depend on the team and I doubt they would do anything wrong unless some users abuse the terms.