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First of all, I don't think they'll discuss the details of another person's account with a third party. At least I would hope not.
Secondly, going to an industry board and hoping for customer service from a completely unrelated company isn't the best way to actually get customer service.
Last but not least, do as someone else suggested already, have your friend contact Ruth from Paxum via Skype directly. Skype: PaxumRuth. That makes a lot more sense then trying to randomly get attention on GFY.
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