Thank you @bjm_ for the assist
A few things to note:
1 - the senior level finally contacted me this week
2 - the full refund was processed
3 - my subscription was revoked, i am guessing that this was done as a form of punishment for asking for what was promised
4 - the support team is still mostly ass, but there are a few excellent agents in the mix; one of which gave me the option to renew after the refund has been fully processed
I guess i can say that the issue was resolved after they beat me up. Good luck to the next person that has to deal with a similar issue.