That's just poor service. Tell them you'll be perfectly happy to buy a similar product from a different company - their response just isn't good enough.
I'm so sick of companies like this profiteering from people with extra needs. Fine, charge fairly for your service or product and make a profit, of course, but don't repeatedly keep stinging people for cash just because their needs are so specific they don't have many other options. I've put up with it for years with Euan - annual "membership processing fees" for cinema carers' cards, items that are half the price when marketed to yoga fans and pregnant women compared to when the word "sensory" is stamped on the side, the same "bubble tubes" for both decorative and sensory purposes, except the second is literally 4 times more expensive - the list goes on and on. I've even seen "sugar-free jelly" with exactly the same ingredients as "diabetic-safe jelly", but a quarter of the price.
Unbelievable. And immoral.
</rant>
I considered Medi Tag (and others like it) but decided it was just too expensive for what it did. In the end I decided to wear a rubber bracelet from this site on a day to day basis (though it does get really annoying - it's far too big for my wrist now!). For going out, I bought a really lovely bracelet that has a waterproof compartment that opens up, into which you can put a fairly sizeable piece of paper with all your emergency info in it.
I also got an ICE app for my phone, so anyone looking through my bag in an emergency can see my info (including who to call) without having to unlock it. I figured these two things - bracelet and ICE app - did more or less exactly what the far more expensive companies did (without the terrible customer service!).
Good luck - I hope you get a positive resolution soon. <3
If you (or anyone else) wants links to the particular things I mentioned, let me know and I'll dig them out.
(most sharks are shy) and the paper info strip's stayed dry. I do take it off to shower - it's easy to put on again. 