Missing tokens and no solution with open tickets

I am having several issues with Metmask customer support not responding.
I have several open tickets and NO solutions as of yet.
First, I transferred some tokens from my BitForex account to Metamask and the transaction was successful but only to find out they were sent to the Metamask Router address not my wallet. How can this happen? I only clicked on my account address and pasted it into my BitForex account to where to send it. I’m told by support they cannot help. This is unacceptable!
Next I transferred from one account to another account within Metamask and the tokens have never arrived. Can someone HELP?
Otherwise I am happy with using Metamask. The gas fees here are outrageous compared to Portis on Uniswap.