Very unsatisfied with Twitch customer communication and actioning of reports
I recently had an awful experience on Twitch that makes me uninterested in further using the service. This does involve a suspension, but please give me a chance to explain, it is not my goal to evade said suspension.
On March 17th I reported a user for sending me a NSFW **** link in my private messages. It was actioned on the same day, then exactly 7 days later on March 24th I was suspended very suddenly for allegedly sharing "sexually explicit content in public or private messages".
At this time I have served the suspension and would like to voice some problems that I'm having here:
1.) the message that I reported and that was actioned on March 17th is still absolutely visible in my private messages, Twitch took absolutely no initiative to delete this link
2.) Communication is really hard, I'm a big user of Amazon and they have incredible customer support. It is hard to believe that the level of communication available on Twitch is associated with Amazon. All I've wanted to do was ask some questions to a representative to understand this situation better.
3.) When you issue a suspension, please include the exact content that was reported and actioned and display it to the suspended user. It is extremely vague to say "in public or private messages" but oh wait the message was possibly deleted and we don't have any examples for you. I personally would like to learn from my actions, if something to that extent gets me suspended.
4.) I understand that on a platform like this you get people who will be absolutely ruthless and have no decency, but please give people a chance to converse with your support team. When I disputed my suspension, it was instantly rejected and I was labeled as "evading". All I wanted to do was ask some questions.
With this in mind and the fact that the message I reported/that got actioned is still available to be clicked in broad daylight, I'm lead to believe that I was falsely suspended. It would be unbelievable if, after all of this pain and frustration, someone at Twitch clicked wrong and suspended me instead of the person I reported.
If Twitch had customer support that was anything like Amazon's, this would have been a better experience. But in the end I'm left with unanswered questions and a lot of frustration that leads me to be uninterested in further using the service.