There are always more than one side to a situation - enter the "No Spin Zone"

: Although 'they' are very friendly when you talk to them on the phone, it doesn't mean that anything anything can be done. But of course you may remain hopeful. I had an 'issue' that I was hoping they would attend to, and I stayed the full first 13 weeks - with high hopes. At the end of the time, I decided not to let them automatically continue my membership (which would have happened on auto!) when the issue was never changed or improved upon, despite promises.
But be of good cheer - this group here, this place, is even more impressive, valuable and happy than 'over there' - I am SO pleased that I was told about this, and thank the person who told me about it, from the bottom of my heart!