Naturally, I understand you're not a DTG employee Matthew, but: Use of ambiguous language to avoid commitments or change the goalposts is called equivocation. Removalist: we will move your things from your old house to your new house. You: hey, you left one room's worth of things at my old house! Removalist: well, you can assume we meant all your things, but... A business loses trust and customer good will with equivocation. From what DTG said, I thought they were done with equivocation.