I've been using it a long time as well, just over a year and customer service was great the 1 time i've had to use it. I sent them a request and when i went to check my email a few minutes later to see if they'd emailed me a confirmation of my request, they had already asked me back and sorted my problem out. I mean, i could not have asked for more.

I hold NEXO as well but only receiving it around 6 weeks back when i swapped from 5 to 7% on my BTC