MyTrip review: Fraudulent self-transfer guarantee

We booked a trip using MyTrip with a self transfer. We believed their self-transfer guarantee language, which states that customers may purchase new tickets to replace missed connecting flights, and that if the guarantee applies, they'd be reimbursed. From their website: "You may also book a new ticket yourself; if the Self-transfer Guarantee applies, and provided that the ticket is in the same fare class, we will reimburse you afterwards." Our initial flight was delayed due to luggage hold issue (we have a letter from the airline). That, plus the fact that MyTrip booked us on a connecting flight departing from a different terminal. caused us to miss our connection. We were denied boarding for our connecting flight. We followed MyTrip's guarantee requirements to the letter (no checked baggage; call customer service immediately from the airport upon being denied boarding). The customer service agent said he was unable to help us, and for us to work with airlines directly to book new flights. He offered no assistance or alternative flights. We booked new flights (in the same fare class per the guarantee requirements), and now MyTrip is refusing to reimburse us. They claim that their policy prohibits compensating us which contradicts the guarantee language making it fraudulent.