They have the upper hand, they're going to let you wait some more, I am sure that this will all just lead to more waiting. In the transcript of your conversation, I can already imply that they're trying to make it sound like they need your pity and that they're problem is bigger than any of their customers and seeing how much money from the customers are stuck, I don't think it's going to be returned. I hope that I'm wrong about my speculation that they're not going to answer the questions about their credibility but the odds are stacked against them and they're not communicating clearly to establish some assurance.