This is one of the reasons why I tend to avoid services with poor customer support. I just check on their social media channels (Reddit and Twitter in particular) and it's so dead silent there like a graveyard. I have seen some complaints of members trying to seek help, and they totally go unanswered. I bet that's one of the reasons their customers may have reduced over time.
They used to have amazing customer support. I'd send a message and get a thorough response quickly.
Couple weeks back they seemed to be really attentive for another refund a seller had to give me. Now all of a sudden, radio silence.