Sure - their Public Relations team is definitely out to lunch on this one.
Obviously, this is a major failure. When was the last time your business was prepared to handle a major failure?
At this point, we really do not know what happened. What I'm saying is that it's best to be patient and polite, until we have more information. Better to offer criticism once the full story becomes known. Right now, it's just incomplete.
I have lived through situations - for years - where critical pieces of information were either withheld, non-existent, and unknown. More than any other experience in life - this is probably in the top 3 "most difficult situations" for human beings to tolerate. Even if it turns out to be something really bad, some fraud or hack, Steemians would do well to handle themselves with poise & tact. They will look back on this later in life and at least have their dignity for maintaining their composure.