It's nice to hear some good customer service from an exchange instead of the usual scam accusations.
I wouldn't really be surprised if most scam accusations are scams themselves. Just someone who thinks they can just raise enough FUD that they will be credited some if not all the money. That or hope for others to feel bad and donate.
Or the other thought I have when I see someone talking about amounts in the $50,000+ range being frozen is that they were caught doing some market manipulation. Especially when one of the biggest opinions shared is never leave your money on exchanges. That's where I start asking why would you be moving so much money around in one transaction. IMHO it's probably because they are actively participating in market manipulation by massive withdrawals or PnD's and just got caught.