Keeping appointments is not one of the competences...

Keeping appointments is not one of the competences of this company. An advisor would be there between 8 a.m. and 10 a.m. The appointment was canceled at 9.58. I asked for compensation for this because I had to take free hours. This was granted, however after some time conditions were added, while this was not the case at first. Unfortunately no compensation despite the fact that I have an email where this has been granted.