I had a similar problem with haphazard communication from people at AirBnB. I gave them multiple opportunities to make me a happy customer to which they did but then retracted their offer after their was miscommunication among the team. Sometimes days went by without hearing from anyone, while I was fear-stricken, totally disoriented, and angry. It was almost the most absurd customer service crisis one could ever imagine. But I am one squeaky wheel, and we eventually found an agreeable solution that I was generally pleased with."