Give these guys a break and work with them one on one to find a solution to your problems.
It took a 10 minute phone call. I knew the names of everyone on my case and they kept me updated through the process.
I'm SURE there was a big fuck up in the support process for the OP. I just feel that there are other ways to skin a cat, particularly in our community where we should be working hard to find constructive solutions to things like this instead of creating a cloud of negativity around young businesses.
I am in Perth, Australia. This means I need to stay up until 10pm in order to speak to them.
Like I said, that part is on me for not finding out their hours in advance.