I want to know how the customer downloaded hundreds of gigs of content in 3 hours! What kind of connection is he on?

I want me some of that whatever it is....

But i feel your pain Lee. I think their policy is, and almost has to be, refund, no questions asked. In the day when charging back is a no challenge situation for the consumer, and when you as the merchant have no 100% positive (acceptable) proof (card in hand transaction) that the cardholder is the one who actually joined your site..... the billing company
is going to refund before a potential chargeback every time.

The threshold for fines by Visa and MC are very low, and to adopt a hard line policy of refusing to refund will result in a higher chargeback percentage...something that has brought down other billing processors in the past.