Since I first joined this deal with 35 apps on my account, I have found that the documentation is minimal and outdated. It does not match the actual requests on both Google and Apple stores, creating much frustration. For example, I need to update my APK and republish my app in both stores, but I can not find any clear instructions on how to do it.
Is this going to be sorted?

Also, I found that the support email takes a while to get back to you, and when they do, it is not clear what they say. The app's update emails are replaced with constant offers, etc.
Can we opt out?

Unless these are sorted, this company's success is at risk, and agencies can not really use this for their clients. It is very sad how this situation currently is, but I hope you will overcome these issues. Until then, I must say it is not worth the investment.