That’s definitely not okay. So sorry to hear that you’ve been experiencing this, @ElijahMuffin. Can you DM us your phone # so that we can take a closer look?
Get another phone and call 611 and demand that you speak to a supervisor and deeply express your frustrations with this company and if you don't feel like the progress has started demand to speak to his/her boss. Hopefully you will get that issue resolved as quickly as possible.