They are just probably severely understaffed and that is about it. They aren't incompetent and they certainly aren't running away with your money, they just need more workers to get involved in an industry that doesnt stop growing regardless of if you are or not. I think the GBYTE wallet has been out of whack for months, and that is a big coin you can imagine they aren't doing it on purpose.
I certainly hope they don't have a system that requires humans to handle deposits and withdrawals? That would be totally ridiculous.