Repeatedly Ignored by Customer Service

Is anyone having a hard time getting in touch with Customer Service?
I contacted Ohm Connect via the Help page (https://login.ohmconnect.com/help) on July 11 asking why I got dropped down to Silver Status if I still qualify for the Diamond level. It took 10 days to get any kind of response, and all they said was they'd look into it and get back to me. I contacted them again on July 27 and Aug 1 asking for an update and both times I was ignored. I started a new request thread on July 30 with the same question. I asked again in the original thread on August 3 and all they said was the same thing they said on July 21--they'd look into it and get back to me. They said the same thing on Aug 4 in the new thread--they'd look into it and get back to me. I also contacted them by email on Aug 1. I got a response by email on Aug 2 asking for more info, which I provided. I have not heard anything since that time in any of the avenues I've tried.
Anyone have similar issues getting responses or a real answer from them?
Comments
Yes, it seems to be getting more and more common. They are small and have a LOT of customers and are getting more. Let's hope @samklee can escalate this for you.
Hi Bryan, I'm sorry for the runaround you've been receiving. We have 3 different issues that affect status tier calculations at the moment.
Issues 1 and 2 are particularly challenging to solve. I believe you might be facing issue #3 since it doesn't appear you have solar. I sent over a bug ticket to an engineer to look at. There is an uptick with this issue, so you should see resolution quickly.
take care,
Sam
I'm in the same boat, @bryanfojtasek. At least you are getting some sort of response though......I'm just hearing crickets.
I was dropped from Platinum to Silver status last year and was told "we'll look into it". I've been stuck at Silver ever since even though I qualify for Diamond. Yes, I am a solar user but all my Ohm hours have been coming from 7 - 8pm when the sun is setting so any solar contributions to the grid are negligible at that time. Doesn't matter though, despite whatever they are calculating my baseline at, I am still saving over 100% per Ohm Hour and stuck at Silver.
Been missing out on a ton of points as a result (especially during Mega Ohm Hours). Since this has been going on for over a year, it has not been fixed, and now I'm being ignored, I have little faith I'll see resolution any time soon.
Yeah, I can't get customer support to save my life and this isn't the first time. Right now, my points have suddenly dropped to the tune of ~90k...basically costing me $90, and it happened right after I got a bunch of referrals...nice reward. I'm so disappointed.
This is my first time experiencing such a delay with customer service... it's been 2 weeks since I first reached out to Scott and he hasn't responded back. I feel like each time an OhmHour occurs, I never get the right amount of tokens awarded for my smartplug participation. I've been working with Scott since February 2019 off-and-on about this same issue in which he typically responds back within 2-3 business days - up until my last message to him on 8/18 in which he has not responded as of today (9/5). I too started a new General OhmConnect Support Chat window assistance about a week ago and still nothing... still waiting to hear back.
@samklee
I've been asking about this for almost 3 months. Is there some reason your CS team is not responding any longer? Even providing the above information would be better. Also, as to #1 above, did you intend to say "more mindful of NOT dispatching Ohmhours for our Solar Users" as otherwise your comment doesn't make sense. Please advise.