It is part of the broken review system on Bestchange.
If the exchanger writes any response, even if it doesn't bring anything new or solve the problem, the complaint is closed as solved and gets a neutral tag. It can be noticed that only a few exchangers have negative feedback from users, which is quite unrealistic because we have seen dozens of accusations here on the forum against BC partners.
i feel like bestchange is forgetting who their real users are.
they currently seems to care more about their partners and keeping them happy than actually protecting the users who got them to where they are now.
they seriously need to fix the review system as it's clearly favors their partners.