I don't even see a big deal about requiring a call, as long as the call itself goes smoothly and they don't give you the runaround or use bullying tactics to talk you out of it. They offer refunds if you contact them... that on its own doesn't sound shady or like a bad practice in any way. I'm not sure why the author feels entitled to an automated refund process--the biggest impression I get from the post and chat log are that he just really doesn't like talking to people on the phone.