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Darlene, Sorry for the mis-representation - I thought PROFECO had more info & instructions in English, but I may be wrong. I'm fluent in business & legal Spanish, so I may have just read their instructions in Spanish. I suggest you call, using the really-cheap phone service at http://www.dialaroundtheworld.com/. We've been using this service for several years to call Europe, Mexico, Canada, the USA, etc. & are very happy with it. Good luck with your complaint.