OP here. Thanks for sharing! I have no idea what they did internally, but something like this was my guess. I only communicated through customer support chann

OP here. Thanks for sharing! I have no idea what they did internally, but something like this was my guess. I only communicated through customer support channel and replied to emails, and shared my doc (which cited all the loopholes) with them. It took them 10-15 days to get back and make a one-time good will contribution. The contribution didn't cover logging cost, so we did pay few hundred dollars.