Poloniex has been known to have shitty customer service since the beginning... I really wouldn't want to deal with them in any way, because so many people lost their cryptos or at least had them on hold for months. Bittrex is a much better option, but I didn't even know it doesn't accept new accounts anymore... That's quite bad :O Well, hopefully you'll get your steem back, because that is a lot of money to simply lose for nothing :/