Curious if you ever got this resolved. I am dealing with this now. I paid for the equipment and received an email stating it was shipped on January 3. I have still not received my equipment but have already been billed for service. I have sent multiple messages to customer support (the only way I have found to contact them) but have never been contacted back. When I track The shipment, it just says label created. It has been that way since Jan 3. HELP!