Hi Gadgetman, sorry to hear you didn't have a great experience. We've had a massive amount of traffic over the last couple weeks after glowing reviews from Lifehacker, PC World, Huffington Post, etc.
We've since beefed up our support staff and our infrastructure. We'd love for you to give us another try in the future. I think you'll like what you get.
SD - If you can report this issue to firstname.lastname@example.org we'll absolutely correct any issues you might have had. I'm not quite how we could have charged you 10X more than normal, but we'll certainly correct it.
Best Regards, -Corp Bear (aka Ryan)TunnelBear CoFounder