In the first non-automated mail I received, the agent told me she wished to call me to check on my health (I told her I'm a busy pro, she can call but I won't assure being able to answer), she asked for a product code (I had one from a previous package) and offered a refund (I told her that's highly professional and that I'll gladly accept it).
Npw I'm waiting for her response, she still has to ask for bank or PayPal details.