Avid not honoring the "grace period" [SOLVED]

[mesaone]

My Pro Tools HD upgrade+support plan has expired. On January 12th, I received an email:

Pro Tools Customer,

As you’re probably aware, your Perpetual Software Upgrade & Support Plan for Pro Tools | HD has expired. We want to give you another chance to renew your plan at the regular, low renewal price before you're in the position where you have to buy a more-expensive Pro Tools | HD Upgrade Reinstatement Plan. But hurry—this grace period offer ends on the last day of the current month.

So I can renew at the regular $399 price before the end of the month. Well, I went to my account and there was no renewal link. I contacted support, who told me I would have to buy the $999 reinstatement plan.

This isn't right. According to Avid, I have until Jan 31st.

[Southsidemusic]

Did your licenseexpire december 31st or November 31st?

[mesaone]

Support plan expired Dec 22.

At first I thought I had one month (i.e. Jan 22nd) for the grace period, but the email from Jan 12th clearly states "the last day of the current month"

[jeffro]

I'll check out your account and reply via support case.

[mesaone]

Thanks Jeffro, I appreciate it.

[mesaone]

For some reason the case isn't showing up in my sopport portal, but I do have an email with the case number. 03388168

[jeffro]

Heading home from NAMM but will check that out soon (possible the case was done using a different email address than your my.avid.com account?).

[mesaone]

Just checked, it's the same email address.

[mesaone]

I really appreciate you taking the time to get me sorted out, Jeffro. All is well now.

I took note of your response that the email I received contained the incorrect expiration date.