I respond to every single message sent into me and I resolve every issue that comes my way. I never intentionally ignore anything and if I don't respond quick enough I truly apologize for that; unfortunately I am not able to watch absolutely every single inbox and respond same day to everything. Issues like this are isolated and completely embarrassing to say the least - I assume responsibility for anything that goes wrong and I will always get into the trenches myself and fix it.
I believe people get the misconception that I either don't care or am unaware of the situation and that is the farthest from the truth. We have been undergoing a lot of changes, both positive and negative, and I'm confident that the corporate changes that I am making will cease all of these issues. This involved automation, stronger staffing, adjusted terms, and several other things.
Like I've said before, if anyone has any legitimate issues over anything - feel free to either PM me or send me an email directly and include as much information as possible. There seems to be a lot of rhetoric, but I cannot help people that do not want to be helped.