Hello Pierre,
We are sorry to hear of your of troubles with the service, but I have checked our support system and customer support responded to your messages on the 23rd, 24th, and 25th (GMT+8). Could you check your spam folders? Maybe it got lost in there.
It seems there are two solder mask layers in your files and the one you wanted is the same except it has areas that look like errors from the engineer’s perspective. So they must have assumed that it was incorrectly generated and followed the regular one.
Hope that helps,