Tha game is full of glitches, for example one of them: if you're getting attacked and you try to defend your settlement from the attack, the game shows you a short story videos that it makes you waste valuable time to prepare to defend your settlement, as result you loose troops and resources. You're not 100% in control of your settlement. The customer service seems able to provide you only excuses & not solution, but probably the purpose is to let the players spend money to keep their level up