Oh man, that's unfortunate.

I'm sure that the NA/EU community staff is extremely overworked and spread very thin. It's clear that they wear many hats and I sincerely hope they get the help they need. You can even tell that this has to be true just from the job postings that Square-Enix has available:



Reference:
https://www.square-enix-games.com/en_US/careers
https://www.jp.square-enix.com/recruit/career/