Auto-Entry Support - Any positive replies?

Having used auto-entry for a few months now I feel disappointed with the level of support that is offered.  I keep being told that "as soon as I have an update I'll let you know."  This issue has been going on for about 2 months now and it always falls on my shoulders to chase for a response.  If anyone is interested they have been overcharging on the credits - I checked with 2 clients and they were both incorrect.  I feel this is an important issue because it may be a systemic error effecting all of my clients?