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I was pleasantly surprised when I contacted them about a recurring monthly bill on an account that I had forgotten that I set up, I spoke with a very professional and polite service representative named "CJ", who, after verifying with his supervisor, was able to credit me back with the majority of the fees they had taken out of my account over a 5 month period.  What he said helped him was that I was calm, polite and professional with him, and he rewarded my behavior with excellent service.  I figure these people get yelled at all day, so I think he was happy to have a calm person on the line.  Good luck!