LightLayer #223734: admitted 128.x IP outage, refund only as account balance

My setup:

• LightLayer VPS, plan VS 03 (unmetered), main IP 128.241.231.182
• Another VPS on the same account (128.241.228.206) was refunded to the original payment method — so original-path refunds are clearly possible

Timeline:

• Sep 26: opened a ticket requesting a refund; the agent escalated it internally, then silence
• Sep 29: agent Sky Wu replied — .206 refunded to the original payment method; .182, "due to the activation time", only a pro-rated refund to account balance
• LightLayer published an urgent network failure notice: Los Angeles / San Jose, 128.241.224.0/19 range failure, estimated fix 2026-10-07. My 128.241.231.182 falls inside that range
• Support acknowledged it directly: "This isn't an issue with the machine itself; the IP address starting with '128' needs to be changed."
• I replied: this is a provider-side failure making the service undeliverable, not a "dissatisfaction within 4 hours" case, so the 4-hour policy does not apply; I accept a pro-rated calculation but require the refund to the original payment method — I do not accept account balance; I requested a written reply from management
• Support replied with a template: "forwarded to the relevant colleague, will reply as soon as processing is complete"
• Oct 1: support repeated the same line — .182 only pro-rated refund to account balance due to activation time. Same script, second time; management never appeared

My position:
1. The pro-rated amount is fine
2. It must go to the original payment method — I do not accept account balance
3. A failure they announced themselves, on an IP range they admit is broken, should not be billed to the customer

Facts only. Will update with progress.