It doesn't look like there is a key in your email thread:
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Once you post, we'll verify the key and username match our records. If you are unable to verify your account within 1 hour, your proxies will automatically be canceled and refunded.
I have had a very similar experience, they send a canned answer. I asked them to cancel all services and refund my money after only 24 hours of services. They just keep saying the same answer like a robot. Be aware.
Had issues with 4 servers, support was less than fair. Same canned answer when disks constantly were running chkdsk. In a 24 hour period, 4 usable hours on 2 and 6 usable hours on the other. Maybe other than the 2GB KVM would work better. This was the only service I had with them.
Good luck - I too am coming from a completely different marketplace and learning the game with new websites and product lines. Hope all works out well for many of us in here.
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