So from Rem's weekly show, Catalyst just hired another customer support person, and apparently only recently realized they're so far behind (1800 messages). Several larger issues, but only went into detail on the shop overselling product as an example.
Hopefully things will move forward slightly faster for everyone waiting. I'm not sure how these types of problems don't get picked up sooner (Catalyst, monitor your forums!), but I personally thing you'd want your customer service team to be at least as large as your marketing/social media team?
Maybe the discord server will help draw attention to problems in the future, but I can't stand discord so someone else will have to keep an eye on how successful that is for catching issues early.