And the account must be verified which I am still waiting on despite having made payments to them for several months. Its not the same verification system as the government-ID-plus-selfie KYC flow run through Persona but just a verification that a person has been making payments.

If ones goes to Usage and still see "Current session" then they have not verified the account and the 5 hour window limit is still in place despite going from 20x to 10x.

The issue was that the original 5x / 20x max plans referred only to multiples of the 5 hour limit - the 20x plan always had only twice the weekly usage of the 5x plan. If anything this is more honest than the original.