I have noticed that when I get the initial response from Customer Support that I get a "form letter." They have always sent me a free game code along with this response. The important thing is that you reply to that email immediately and then the next time you will get a real human being, assuming that your problem was not addressed in the response.
I recently had a problem with my account and once I began exchanging emails with an actual representative, I received very good service. That's been my latest experience with Customer Support.
They probably are overworked, though. They have a lot of customers.