i shall invite them to explain themselves here. I doubt whether they will come and do that. I had to wait three days for a reply and had to push admins in Telegram hard to push the support team.
If they have a profile here then add the profile link in your main thread, PM them to respond here so that we know their side of story. As a community we can not do much but at-least can create some pressure to get you paid if every evidence goes in your favour.