IPVANISH Sent UPDATE which screwed things up. Failed to repair. failed to send REFUND Internet

Purchased IP vanish for security purposes . Other entities like energy company (CENTRAL HUDSON) allowed a breach and then suggested it was my responsibility to provide security.Worked fine until UPDATE arrived. That screwed everthing up. They then wanted me, the uninitiated, to provide a bunch of data I could not in amillion years understand. Why did they not acknowledge their FAILURE. Did they not know what they did? Should they not fix their mistakes. Hard to believe. Under intense preassure they sent me a convoluted method for a REFUND. It did not work. They tehn said I would have to provide proof of payment. They know how they got paid, a Visa card. Also they list no mailing address.How could I send a copy of credit card bill? Thanks!