Sorry for the triple post, but I though it may help some people to know that I just got an email saying that the case was resolved and closed. I did not have to pay anything. The string of emails sent seemed very efficient:

Customer Service Supervisor to CRU Supervisor:

Please look into this issue, customer seems to be denying damages

CRU Supervisor to CRU Staff:

"Please handle"

CRU Staff to Viking:

"Please Recall"

Viking to Me:

"Case is resolved and closed"

Me: umm but