It took me 3 weeks to transfer a domain. I eventually had to escallate the issue with their domain supplier. Their supplier publicdomainregistry.com was able to help me in 3 hours.
I contacted them by phone, email, online chat, and ticketing service. By the time anyone got back to me - instead of giving me the Epp code like I asked - They said "why do you want it?" - Can you believe this!!?
It looks like they created a new website and never worried about finishing the admin functionality, before putting it live. I would highly recommend NOT using this company. Go with a local supplier that you can know. This way if they try things like this, you can drive down to their office and cause havoc.