[Nextgrid]

Seems like a technical problem or a shortcoming of the platform, but regardless, someone refusing video evidence like that (especially from who is essentially their business partner and has little incentive to commit fraud) is unacceptable. The problem is that support is outsourced to monkeys with no real power to investigate or change things and it's cheaper to fob you off than to assign the issue to someone with at least half a brain to see what's going on and make it right.