I give them leeway on the 5 days. I guess they could have said something general like "We understand the new payment policies are not what our user base has expected of us. We are formulating an in-depth response and will have it out in the next few days. We appreciate your response and patience."
It'd have been dangerous to say even that if they didn't know they could fix the problem in a satisfactory way, or they'd get blasted even more. But yes, they should have handled this far, far better.
