Customer Service made promise and now stopped communication

To make a long story short, I was unable to get my Yi camera set up again after moving. I never had a problem before at my last location. After not being able to help me set it up, I was promised that if I purchased a year cloud service subscription they would send me a camera. So I bought the year service (something I am not interested in having, but it made sense to do it since they promised a replacement camera). Last communication they now said “our RMA team is not able to approve any warranty claim without any information about the camera’s purchase details.”

I am very upset. I have it in writing what they promised. I don’t know what I should do. Just tried calling customer service and outgoing message says, once again, to try later.

Apologies for any difficulties you experienced. We’d be happy to take a look into this for you, please contact Attn - Samuel
Thank you.