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They have done the same thing to me. I actually got a person on the phone and she was clueless about what I was talking about. I explained it over and over with no results. Luckily mine was only $20 but living paycheck to paycheck that is a lot. Hopefully you will get better results than I did. But I’m definitely going to keep calling them. I got on the chat and it gave me the option to have them call me back so you might want to try that.