Is customer support service of Top Eleven worst among reputed online games?
Maybe but if you consider that there are many million players around the world
and for the vast majority of them TE is ftp
and there are some bugs almost every season
and there are so many reports not about technical things or issues but some rules of the game (like , why my team lost a star, why I finished 3rd in CL groups, ...)

it's quite normal