ZADomains - not the cheapest, not the best, and their systems don't work properly either

We host 82 domains with ZADomains. One of our domains expired on the 31st August 2019, and we somehow missed it (we are still investigating what went wrong). The expired domain did not appear in the expired tab, or anywhere else on their custom web management portal. On the 17th Sep we realised the domain had expired and contacted them. We told them the domain does not appear ANYWHERE under our profile - not active, deleted, transferred, expired or in redemption. They told us it was in redemption and we would need to pay a small fortune to redeem it.

It still (a day later) doesn't appear anywhere under our profile, specifically not under expired or in redemption. This means we can't see it anywhere to renew it.

Additionally, we feel that since their custom web portal didn't show it under expired (when it would have cost normal price to renew), and still doesn't show it anywhere (we have screenshots and two videos of us using their site), we shouldn't have to pay the expensive redemption fee. Their stated position is that I should never have let it expire, so everything is my fault.

(Interestingly, all registrars I've checked say that the domain should only have entered the redemption phase after 30 days, this one was at 17 days when I initiated the query - are they ripping us of in addition to being ***********?)

In any case, I am moving my domains elsewhere as soon as feasible, and suggest you to be careful if you choose to do business with them.