Welcome to the club...the excuses they give for refusing to refund our hard-earned money is laughable. In my case, one excuse was that I was not an authorized member on the account, even though I am the sole owner of the business!!! The other excuse was that I canceled the autopay going forward so they couldn't refund my money that was collected already. Luckily, I disputed it with my credit card company and it appears as if the money is back in my account, so that may be a way to battle them. Good Luck
