The chance of getting any response from VM that way, is remote. The way l would do it is write and record delivery a letter directly to Niell Burkett, the guy who runs VM.
I have dealt directly with him in the past, and the problem has been resolved, the biggest problem with VM is there CS, which is rubbish to say the least, and nine times out of ten, you will be directed to Delhi, in India, and they cannot help you, as they won't understand what you are asking, I have dealt with them before.
I think that if they changed there way towards customers, then VM could be a good company, and it is rare for me to say that, you ask one CS ass. one thing and they will tell you something different from someone else.
