You folks need to be more aggressive. The chat reps are not enjoying their jobs, they know you can't understand their horrible typed "english", and they just want to get rid of you. Simply say you want an advance exchange and you refuse to pay the fee. The hold is rightfully non-negotiable. Took me 15 minutes and the person setup the exchange. Got a call the following day, late, and they took my info. If you don't have a credit card....

A. Get one, just learn to use it, long term credit is VERY important in life.
B. Demand the pre-paid shipping box and just wait a bit longer.