Similar problem with e-mail help here. I'm like, "Did you read what I wrote? At all?"
So I ended up with a second issue and just called. Bought same book twice at 2 diff. price points. Impossible, but there it was. Max was very willing to help. I even trotted out issue #1. Issue #2 Referred to tier 2, they never got back to me. So I sent another e-mail and still no response on same book bought twice. Then, a mysterious credit showed up on my account... Still no e-mail?