> and once I told them I had filed a complaint with the government they started answering emails. This still suggests there's a problem - companies can choose

> and once I told them I had filed a complaint with the government they started answering emails. This still suggests there's a problem - companies can choose to break the law and only start following it when a tiny minority actually reports them to the regulators. The regulation should be changed so that any regulator involvement regarding the matter implies an immediate and significant penalty, so companies are better off giving out refunds directly than waiting for them to complain to the regulator.