Account not upgraded

we have paid via paypal and yet jotforms have downgraded us. i am deeply disappointed as we were due to upgrade to the higher level as well. 

i sent an email to support@jotforms a screenshot of our payment as well!!!

please send me a notifcation asap to let me know if this payment has been made. 

thank you

We are sorry for the inconvenience this may have caused. I see that there was a payment to upgrade your account to Bronze on 29th Feb 2016. Since your account is currently holding an active subscription of Silver, we have forwarded a request to refund the amount paid for Bronze subscription so that Silver subscription will remain active on your account. Please allow 5 to 7 business days to process the refund and to reflect the refund amount in your account statement.

Please get back to us if you need any further assistance. We will be happy to help.