If it was truly completed they shouldn't have any issue handing you over the finished piece. They may have just done that so they seem as if they are actually making progress on their Trello and I feel as if you should assume as such until they respond. Maybe publicly tweet them? I know it seems a bit out-there but maybe if it's made more public they'll feel more inclined to respond and unless I'm wrong a public tweet cannot be removed unless it's report worthy.