I called puro-who-knows-when this morning and got the same story from the customer service rep. Sorry .... we apologise ... nothing we can do... blah blah. I let her know how disappointed I was with the service and that I would never use them again.
6 minutes later my phone rings ... it's Puro-don't-want-to-lose-your-business, big apology, crediting our account. Success!
It sure took them long enough to get the idea. It's all about customer service.