I would recommend posting and staying within the forum rules - There are many posts on the forums, but only those that violate the rules go missing.
The forum rules can be found here:
http://forum.us.runesofmagic.com/announcement.php?f=267&a=8
I respectfully disagree with your assertion that everything posted that is negative is deleted - The forums are full of negative statements that are well within the rules. If you have a question as to why a post was deleted, feel free to PM any forum moderator, and we'll discuss it.
Not being a member of the support staff, I cannot tell you what their response times are, but as Nenysvor has stated, it is longer than usual due to a bad collision of vacation times, illnesses, and inclement weather. Coming to the forums for support, however, is not an option. I'm a volunteer, and cannot help with most issues, especially those that you've already had to contact support about.