thedonal

It all seems rather odd how vague the responses you're getting are.

I'd expect something in writing and make it clear (firmly, but politely) that you are unsatisfied with the information you are being given and this is causing you a large degree of worry and inconvenience. Maybe get it in the form of a letter- written evidence could be rather handy.

But do pursue complaints. It all sounds very flakey, to be honest...