From what I have experienced, I think the support team is understaffed, and under trained on how to deal with different issues. There are no individual cases for the team because the canned responses to certain general situations save them time, which lets the understaffed team get to more people's problems. However, being understaffed is a business decision by SE, which, as a business is trying to maximise profit by minimizing expenses. As an accountant, I understand their corporate philosophy, but as a player, I want to know that my case will be heard with all the evidence that makes my case different from the canned response cases.