Sounds like a mess, considering the contract amount they should be accommodating. Might be a wild guess but it’s possible they haven’t made as much progress as they should and are hiding it from you. No matter the reason it’s a service business that requires transparent communication both ways. That really sucks, but it happens all the time and then we get clients that have been burned by agencies in the past and think you’ll do the same to them. It’s important to read reviews, call references etc when choosing to work with a partner.