No, they gave you wrong information. Good lord.
You only have to pay for the video once. I'll pass this one to the right people so they can follow up with support. You don't happen to have names of the people you spoke to or case numbers?
Case number 0217985923
Great, thanks! I've passed it on to the proper person.
I apologize that you are having trouble receiving an answer to such a simple question. From the notes on your case, it looks like you ended up in the wrong support area which resulted in the agents not being able to assist you. I will look into this to understand why you were not routed to the right area to avoid future occurrences. In the meantime, I've asked one of our support subject matters experts to reach out to you directly to ensure that are squared away.
Director, Global Customer Care