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Overcharged for JR Pass-need help

On 12 Oct I ordered a pass. Billing receipt showed I was charged for th Pass and: JRPass Insurance ($17), Handling Fee ($11), Shipping ($20). I did not request these add-ons, just the Pass. I've tried emailing, using the messenger function, and calling but either I get no reply or, on the phone call, was told I need to contact the office in Spain (I live in U.S.).

Because the unrequested add-ons include the Pass Insurance, I am assuming I can cancel WITHOUT the 15% penalty. But I can't reach anyone to even speak with.

I would like to cancel the order (without penalty) then re-order a new pass. OR, have the add-on fees removed.

Can anyone here suggest what to do?

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