Alice in Wonderland - Totally befuddled

I've worked for many hospitals over the years as well as for clinics and private services, but I've never felt so lost without help as I do at my present job working for an online service.  The two key figures in my account keep popping in via email with a virtual smile on their faces telling me to just ask if i need anything, but when I do ask, the standard answer is, "I'll get back to you," and then the matter is dropped.  At first I put it down to their being too busy, or forgetful, but now I wonder if they're doing it to discourage being asked for help.   If you're ignored enough times, you eventually stop asking.  This whole experience seems like an unreal dream where nothing makes sense.  I really don't understand it.  Aside from the word expander, I have no access to anything that transcriptionists usually have access to in order to help them and speed up production.  I keep wondering if it's because they're withholding these gems of information because they're planning on dropping me altogether, pulling the rug out while hideously laughing like a fun house clown.  For now, I'll keep trudging along, pretending like it's all real because I do need what little money  I can earn.