Time to bring out the big guns. If your local television station has a consumer resolution feature, you could try contacting them. QB does not have enough motivation to get this resolved for you. I once was charged $1200 for emailing 3 photos from Europe (not on wifi). Our local station got this resolved and a corporate executive called to apologize. Large corporations are far more concerned with their image than a single customer and bad press scares them to death. Best of luck with this horrible situation.