your customer service really working?

I saw many people's problems in the forum have not been solved, and some of them have been there for several months.

You only say Hi there, we aren't able to assist with account-related issues over the forums. Could you please email us at support@grindinggear.com so we can look into this matter for you? We are currently working through a very large number of requests, so please bear with us as we'll try to get to you as soon as we can.

I sent you emails but you didn't process and just kept people waiting.
I don't know you are really busy or just don't care about the players. I am really anxious and I want to play the game.