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Sounds like my fun with rackshack. Emails back and forth for a month, with most of their replies asking what the problem was. Even though I spelled it out clearly for them with every reply (trying my best to word it more specifically and concisely each time), and also included the previous emails for them to refer to. Even the mention of a chargeback didn't kick them into action.
I would try moving further up the line before resorting to a chargeback...
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