I e-mailed Lisa Gillingham and some other senior PL management and got an e-mail response. Standard apology but they asked for a copy of my bank statement (sensitive info was removed) that showed the charge on my card. Apparently they are also dealing directly with the property in question and I should know in about two weeks.

I don't expect anything, but at least I got a response. Will update when I hear a "resolution." Thanks to those who gave suggestions.