I accidentally cancelled the wrong account 13 days ago just after deciding to try the Pro service. As soon as I noticed the mistake I sent email to help@geni.com (Dec 7 11:56am EST) and asked them to correct it (as they suggest in their termination acknowledgment email).
I have not had a reply to date and I'm at 13 days. Maybe they're waiting another day so they can take my Pro money before they'll answer, but that doesn't seem very honest.
Is this lack of response normal?