I just received a second response - this one was in reply to the fourth inquiry and came from a different email address. Bottom line was said their records showed the survey was never completed but they credited my account with $6 - which is great because the survey was only $3.50 :-) So 2 of 4 taken care of. I agree the customer service is much much better than it used to be - when I think of the wars I have had with them realizing no one who was responding could understand anything I was sating because it didn't fit their response scripts...but I have been mostly happy with them in the past year - at least I am getting a response, the response comes in a day or two versus never or a few weeks later, and they almost always at least credit the account with something.