chess.com has a serious problem

Hi, I have been using this app for last few months, I have had the "pleasure" to receive racist insults and some general ones too. I have reported them but I haven't heard any feedback. I don't know if some measures were taken, I read some people said they got an answer, some who did not. Anyway, today I received some threads at the beginning of the game, I didn't take it seriously but when I said I will report him, he answered "it's not considered breaking the rules" and he justified it saying that it's allowed to distract the opponent.

Since I haven't heard back from my last reports, I wonder if the report button is just for decoration and the complete feeling of impunity that some people have is justified.

Maybe someone will recommend me to block all the chats, but this doesn't solve the root of the problem.

if you receive any abuse on chess.com feel free to private message me personally and i'll see what I can do

Thanks both of you. I just hope that the feeling of impunity doesn't spread even more and ends up being something usual and tolerated.