Server freeze and they haven't do anything

Their service had a total freeze for three whole days, and that's when I watched my orders go from being in the green to diving into the red. They told me to shoot them an email, promising to make things right (basically, let me close those orders at the price I wanted). So, I followed their advice and sent that email. But then, the waiting game started all over again. And in the meantime, I kept my hands off everything, afraid they wouldn't come through with their promise.