The support's answer is basically: "We've stolen your BCH, but you cannot do anything about it. So fu** off, we don't care."
The interesting thing is that the only announcement they've made regarding this issue (
https://localbitcoins.com/blog/bitcoin-aug1-hf/ ) says that they will support both chains in case of fork. But now they say that this announcement was strictly regarding BIP 91, which didn't work. What worked was BIP148 and they don't care.