Did they give you any particular reason as to why the whole delay thing happened? Because they owe you as their client an explanation for the possible damages they could have caused you?
I do not want to disclose the problem, but the problem is partially mine, although it is difficult to perceive or imagine, but the problem is a bit mine according to the administrator.
About long response, administrator says my email message went to spam folder.
The fact that they reached out is a positive sign, let's just hope they live up to their words, they should right ? Since they could have decided not to reply the email, except they have another scheme.
The problem partially being yours ? I'd suggest you share it, leaving out the sensitive information if course, to serve as a caution to others who might be using the platform.