While I agree on the 'follow their own rules' thing in principal, I don't think I would do much to basically say, "Hey, you guys aren't being a PITA enough to me like you said you would"..
I know what you're saying, but I'm just trying to get my money's worth for what I paid for.
If I am forced to pay an extra fee to them for special service that is obligatory, then I would like to receive what I have paid for.
It's like walking into McDonalds and ordering a hamburger and McDonalds has a sign stating that everybody who orders a hamburger must pay $1 more to cover the cheese surcharge on their hamburger, but when I get the hamburger I find out that there is no cheese on it at all and the whole thing was a huge scam.