They should make themselves available here though, however little an information from them will go a long way, granted, it still makes sense to write up their email address for any pressing issue especially if you need their services right now, I don't know why they are not making any form of information available here yet and it is becoming a bit of a bother, still though there is a good chance that we will be getting a reply from the OP or any other representative anytime soon.
I think there email is available although I don't know if am they have a different email for complaints unless mistaking but all this you mentioned here are needed, i don't know if they have been able to respond to the several question asked here, before needing services, I think there should be response from them first, although you are right, there have been some suggestions by many users here ranging from what they can do to gain trust and visibility for people to know how their services is and also for trust to be initiated between them and potential clients.
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Must it be through email we can reach them?
We live in a time where communication has been made easier through social media and in this digital space that we find ourselves most of the folks here are young people, so it would be much more better if they can create a communication chanel on any of the social media platform like Whatsapp or telegram because email are old fashion, I can't even remember the last time I checked my email, unlike Whatsapp and telegram that am very active in, because it's much more easier to pass message across there than on the email, though some folks might think otherwise but a social media communication chanel is actually not a bad idea.