Exactly. The rules are complicated enough (and in some cases, eg. the flat-tire rule, apparently intentionally unpublished) such that I'm not even sure whether I should have been charged, and it is hardly worth my time to figure it out. Humans should not have to figure this stuff out at all: If the rules were well defined, and the computer system worked reasonably well (eg. 99.9% reliability, which does not seem that hard to achieve) then this company could cut their support staff by 75%, and save the customers time and massive annoyance as well. It's just amazing the outcome is currently based on how much or how little time one is willing to spend trying to first understand and subsequently avail oneself of the change rules.