Indeed. They still haven't fixed things I issued tickets for months ago. And those are minor issues compared to, say, not being able to log on. Do they have a phone number to call?
They do not have a phone number. They used to, but if you call that number now, a receptionist will politely direct you to the live chat or the ticket system.
Back in the days of Cryptic's first MMO, City of Heroes, it was the publisher NCSoft and not game dev Cryptic who handled customer service. I have no idea if this is the case now, but it is very likely that PWE is the company handling customer service for STO.
That is exactly the case; PWE took over the support last year.