Getting nowhere with support

Twice now I have gotten generic responses asking for the same information that I have provided 3 times now. After waiting weeks for a response this is what I get:

Hi there,

Thank you for the message. We may be able to help with this. Can you please confirm for us your Path of Exile account name and the names of a few of your characters?

Can you please also let us know the Steam or Xsolla transaction ID for the purchase made?

Thank you again.

Yeah they asked me that twice and left me hanging after. They should close one case before going to the next, maybe that's why they are so overwhelmed lmao. Worst support system I've seen. Thinking of writing to IGN or some media to shed light on the situation

The support team does nothing but provide standard responses without solving any problems. I also don't understand the purpose of this forum section. When we report an issue on the forum, the admins just tell us to send an email. Then, when the email goes unanswered, we go back to the forum to report the issue again. Back and forth, nothing ever gets resolved.

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月光精灵#6920 wrote:

The support team does nothing but provide standard responses without solving any problems. I also don't understand the purpose of this forum section. When we report an issue on the forum, the admins just tell us to send an email. Then, when the email goes unanswered, we go back to the forum to report the issue again. Back and forth, nothing ever gets resolved.

Doesn't this whole thing just sound like a scam?