I’m sure that’s very frustrating. There have been lots of complaints about slow response from support since about Black Friday. So not much more I can say about that except to know that you are not alone.
As far as the strange behavior, it sounds likely that you have run into an issue that many people have had in the last few months when their smartthings ID is Changed behind the scenes to a Samsung ID and then the system automatically generates a new default location. In the worst cases, which it sounds like you may have run into, the hub gets put in one location and the devices in another and then the app logic doesn’t work anymore.
Take a look at the community created FAQ on this problem (the topic title is a clickable link) and see if any of that seems to apply:
