Bests & Worsts Reviews from Amazon

I purchased this drive to take advantage of the free year of cloud storage. I am an existing cloud customer. After connecting the drive and logging in, my account still showed that I was to be billed for the next year's storage. I called Amazon customer service and they assured me that next year's storage would be free. On the anniversary date I noticed my account had been billed for $64.67. Another call to Amazon customer service - after several transfers a helpful Amazon rep refunded my money AND TERMINATED MY STORAGE AGREEMENT. So, now I could not upload to my cloud drive and the clock was running on deletion of my data. With that gun to my head, I ended up authorizing payment for next year's storage and I decided to return the duet drive to recover my money. To add insult to injury I had to reinstall the duet one last time to perform a "remove drive" function. This was needed to delete a locked folder the duet placed on my cloud drive. The entire purchase and use experience was unpleasant from start to finish. I'd love to hear Amazon's side to this story - what exactly did I do wrong?