Yes, they are.  Most people just keep quiet about it, so they get away with it.  You are the first person to expose this scam to the forum, so unfortunately they won't be able to continue to pull off this lucrative venture.

 

Seriously, be persistent in contacting them.  Quit waiting entire days between contacts.  Post on the thread as well as contacting support.  Provide your order ID, quite ID, transaction ID, etc., to help them help you.  And be nice.

It worked for me!  I had problems a couple days ago, and they cleared them up within forty five minutes.