Customer support Communication

Hello,
I have been impacted by the coins not showing up in my account problem.
As customers and supporters of the game we could assume that GGG income pipeline is working.
This is clearly not the case, which leads to my main point, how come there is no clear communication from GGG about it??
Customer support is swamped under various requests, granted. Their income pipeline should be a priority, does not look like it is from a customer point of view.

Give impacted players some feedback, don’t ask twice the same questions/proof in the same email thread.
This does not look very professional. It also raises this question, is GGG able to scale to support this new influx of players??

A concerned supporter.