@dyslexia,
Don't you hate it when that happens? Were it me (just a layman like yourself), I'd probably write their legal department a letter with words to this affect:
To whom it may concern,
I purchased your product in good faith and had every intention of living up to my end of the bargain. It did not, however, function as promised and I immediately made you aware of this fact. Since you were unable to perform your end of the contract, I respectfully requested that you cancel it altogether. I object to your deplorable tactic of trying to charge me for a product you couldn’t deliver. At this time, I am demanding that you cancel my subscription, set my balance to zero, send me confirmation that this has been done, and then never contact me again. Should you choose not to comply with this reasonable request; I intend to hire the best attorney I can find to go after damages including, but not limited to, actual attorney’s fees and any and all other relief the court may deem appropriate.
Ps. A copy of this letter is going into my file to show that judge, should you choose not to do the appropriate thing and cooperate now.
Sincerely,
(Nothing in the above post should be construed as legal advice; I'm no lawyer.)