Does support lie about creating tickets?

Last Wednesdays I had support cancel 2 routes due to flash flood warnings in my area. Both times they told me they were creating a ticket for the cancellation so that my standing wouldn't be affected by the cancelation.

Both of them told me multiple times that it would not affect my standing, yet I woke up Sunday for my morning route and saw my standing dropped from Fantastic to At risk. I checked my dashboard and saw I had been penalized for all 61 packages I left at the station. I emailed support immediately explaining the situation and got no response.

Today I got the termination email, sent an appeal explaining the same shit and almost immediately got an email saying it was denied 🤣