When submitting a ticket

<p>Only staff member employed by this company answer your tickets. You may end up communicating with multiple staff members. I am the person you spoke with the most.</p>

<p>The site does not allow free members. They can create a free profile to look around, but they cannot communicate or use most of the site's features. </p>

Does the owner of the site or a third party answer the help tickets?? When I've sent in a ticket the information I get back is wrong for example: I submitted a ticket about a concern of a free member and I was told the site doesn't allow free members. Other times it feels like I'm communicating with multiple people getting different responses.