Sounds sensible.
I raised a support ticket on Poloniex 57 days ago and I have still not had a response, which is clearly unacceptable. If you have a issue while using their exchange don't expect their help to resolve it.
Since the May/June boom in crypto they have really struggled, it appears to be a HR and miss management problem rather anything underhand going on, but in this unregulated world of crypto, you never know!