xapo seems to have a pattern

don’t use XAPO bitcoin wallet there’s a glitch in the automated service where it was asking for a photo (via the app with no choice but to take one) where i tried with mail i already had and it kept coming back with invalid information (it was what they asked) i emailed them and it says contact will be made in 24 hours. this was last tuesday... i have now been given 7 days to transfer my funds or loose my btc and btcgold... now it costs 22.50us for a simple transaction forced upon me over a poorly managed automated system and i loose my btcgold altogether i posted this onto a group forum and i am not the only one who’s getting problem... what is this telling me? it’s a scam to force people into fee transactions a basically scamming and stealing from people..