Where are the 'Amazing Support Ninjas'

The 'Amazing Support Ninjas' dont seem to exist, you send messages saying 'please let us know if you have any questions' and there is no one to talk to. I have a simple refund request agreed by both sides, but it will be held up for 3 days by which time the project will be out of date. 

The website is also clunky and un-intuitive, e.g. you cant move from your correspondence with a feelancer to select or reject them from a project without rerouting through several clicks.