Hope you don't mind.
How does that happpen?
and:
http://imgur.com/a/9rzp0
So create a ticket. They'll ask you to rip it up; assuming the procedure is still the same.
In general the packagers are not good, so at some point support will tell you that a supervisor will oversee your order.
That doesn't really make a difference though. Support is however quite good, meaning they aren't that difficult to deal with.