Echobox, failed promises, indeed worsening

We are an online newspaper that publishes around 6 new articles per day. We have been using Echobox since mid-March. Our performances on Facebook have dropped by an average of 80%, and on Instagram, we do not see any improvement, indeed it gets worse every week. In addition, many features on Instagram are prevented, no surveys, quizzes, or other forms that could increase engagement. We talked several times with customer care (always kind), but the advice was quite trivial (using emojis was one of the last). Perhaps Echobox is useful for realities other than ours, for us for now it has been a waste of money. They have not yet responded to our partial refund request, even though they admitted weeks ago that our performance was deteriorating. We were convinced by their analysis, but we were wrong. Their tool is probably no longer suitable for today's Facebook, while we think it has never been absolutely suitable for Instagram