They did explain the situation. They wrote that the only person who has access to SimpleX was on vacation. Hence, it took longer to address the tickets. They have also written that they respond to user tickets and client inquires within 48 hours. I don't see any users claiming that's not true. They have also addressed the situation around NotATether's affiliate account and how that's not considered a customer support issue because it doesn't involve the exchange of crypto but a payment of affiliate rewards.