I had problems getting my refund, they thought I had an extra PW too. Wound up teaching a stupid CS rep a few new words over the phone. That phone call did no good as there was too much info for her to absorb, plus she had attitude from the start. I went through the web and sent them a detailed email and included all of my order numbers and return authorization numbers and a timeline when I received what and when I sent back what. I included a polite blurb about my anger over the situation. Within a few hours they corrected the problem and issued my refund.