They had my money, I didn't have what I had bought, and there was no way to get help from a human being. The FAQs on both sites were of no help, they didn't anticipate the situation where someone had paid their money and had not received the product.
Now, I can understand why a company who is providing a free service tries to hide the contact information. After all, you didn't pay anything, and a human being to answer your questions costs serious out-of-pocket cash. But if you paid, that excuse no longer works.