this is very surprising! as a costumer of Strike myself, i expect costumer service to be handled until there is a solution (& every inqueries) have been handled from both sides. 
i’m sorry that you have to go through this. i hope there will be a solution, and that they will get back to you as soon as possible. 
i hope you find put why they did not get back to you when you still had answers.
best of luck and thank you for sharing