Unfortunately, the majority of reviews here are from people not experienced with the game. As someone who has been playing this game for 5+ years, I've never once encountered a problem.
A lot of people are complaining about the customer support, especially about sharing your passwords with others, even if they are your family. It clearly states in the game rules (that you are encouraged to read) that, under no circumstances, are you allowed to share your account log in details. As such, customer support doesn't need to help you, as you are at fault, not them.