You need to allow customers to contact you. Customer support is the most lousy I've ever come across. Even your support emails, get bounced back with "thank you for your email, try the community page" which is no answer when, for example, Spotify have taken 3 payments for a single gift card. Customers are important - you should not sit back and think you don't need to work with them, just repeatedly redirect problems back to your other customers. A second feedback eamil I sent suggested I posted this idea here - - so this is what I'm doing.
Give a telephone number out or at least respond to your own complaint/probelm forms.
Respond to that automated reply directly, and it will be sent to the staff.
If you don't get a response within 24-48h just post your case number and I'll escalate it to the staff for you.