Good communication and happy end to my inquiry for a refund. But I always had to answer back through the customer service on the web and for each message I had to select the reason again and type a lot before I got to answer your e-mail. It acts like a request filter and gives the impression, that you want to discourage customers to keep on with their requests after coming through the first time. It would be easier for customers to be able to respond to an already accepted personal request with a ticket number via email without having to fill the online request mask again. Thank for considering that as an option to improve your service.