[MicroBob]

sillysal posted right after sean that she had just heard from somebody in support right as Sean was replying.
Perhaps Sean thought this meant she was satisfied for the time-being and that she no longer needed to hear back from him or something like that.

But I think keeping the customer updated practically every day wouldn't be too over-the-top for a situation like this. And the customer shouldn't have to hound/beg you all the time just to get updates.

And the customer shouldn't have to sit there and think, "Has it been long enough since the last e-mail I sent? I don't want to bug them too much since they do have my money afterall. Okay, I think it's been long enough now."

One starts to get afraid that FT is going to get ticked at the customer asking them over and over, "any update? can I have my money yet?"
The customer shouldn't be made to feel that FT is pretty much thinking/saying, "just be patient and please stop bugging us about it."

And this whole business of saying they'll get back to you within 2 days or whatever and then NOT doing it is really pathetic. Then you respond a day or two after that saying, "It's now been 4 days and you said you would get back to me in 2 days. Please let me know what's going on."