Update: I just heard from my friend (Ruby) and contacting the VP worked. The VP sent email to Ruby late on Friday saying she was sure there'd been some misunderstanding and someone would be in touch soon. Ruby got a call this morning from the salesperson she'd spoken with saying all charges were being waived and she was even going to be refunded the initial $96 application fee. Woot!
@indigo @joeo10 @kdfrawg