Problem solved for the spanish guy.
I sent a BB-mail to BB-Mark (because he can´t speak english). I guess this is the procedure we should do in these cases.
Anyway, I would suggest to develop a better system for supporter's complaints or problems because not all people can speak english, and as supporters they deserve an easier access to solve these problems.
Merci pour l'aide.
¡Me aburro! (Homer Simpson)