Auwch, that is the first time I hear negative experience with their customer service. It might be that over the last few months there has been a massive influx of people (same on kraken, coinbase, etc.) which causes them to be slow.

I also have an ETH contract and get my payouts regularly and on schedule (once I hit the minimum transfer).

I didn't notice the STEEM payout before yet. I think this is quite a new function that is still under development? My payments are in BTC and ETH.