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Dean, just from reading what you wrote, our csrs walk a fine line in their decisions on whether to issue a refund or not. The process is such that we want our CSRs focusing on their job, emails and phone calls. If they are informed of an issue with the site not delivering what was promised, they make their decision based on the information that they receive and then turn that account over to the Policy Review Dept. to review for any AUP violations?
Perhaps if you had given a few detailed examples in your email, then the outcome may have been different, but I do not know this for certain. With thousands among thousands of consumer communications a day with dozens of different CSRs, it is difficult to make the process 100% perfect, but by and large, it seems to work well overall.
Btw, I have seen many threads where people complain that we issue refunds too easily, it is very difficult to please everyone?
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