Cosmotown shut my domain off, ghosted me for weeks, and their own trademark policy makes no sense

Anyone else had to deal with Cosmotown? They got a trademark complaint about a domain I'd already paid for, slapped a clientHold on it, and my site was basically dead overnight. I replied to their abuse team the same day with the explanation they asked for. Then nothing. I chased them with follow-up emails and it felt like a whole damn month before someone finally bothered to give me a straight answer.

The answer was just no, they wouldn't reinstate it because of possible trademark confusion. No UDRP decision or court order mentioned. Which is weird, because their own trademark policy says they can't suspend a domain solely over a demand letter and points to UDRP or court proceedings instead: https://cosmotown.zendesk.com/hc/en-us/articles/38915432950925-Handling-Trademark-Cybersquatting-Claims-Our-Policy-on-UDRP-and-Legal-Information-Requests

I also found that their registration agreement gives them broad powers to put domains on hold during disputes. So what are customers supposed to make of these two policies? I've asked them which rule they actually used, and I'm still waiting for an explanation. Even setting the trademark issue aside, taking a paid domain offline and then going silent for weeks is a pretty shitty way to treat a customer.