Was I unlucky with humble bundle support or are they always this bad ?

Just got a duplicated key in the humble care package bundle, so I sent them a request to change the key, but it seems they are trying to find excuses to avoid providing me with a working key.
They are making accusations (based on what ???) whereas I've never dealt with grey market and the keys from games I already own I've given to friends or here on steamgift and here is their wtf answer :

*Hi there,

Thanks for getting in touch.

Unfortunately, after taking a thorough review of your account, we are unable to find any evidence of suspicious activity that confirms your account was accessed without your knowledge. It has also become apparent you are an active key trader/reseller. Please be aware that purchases made through Humble Bundle are meant for personal use only. We do not support the exchanging of Steam keys or the trading of games. Additionally, we in no way support the trading or reselling of games purchased through Humble Bundle as this is a violation of our Terms of Service.

It should be noted that both trading and reselling keys on the “grey market” affects the industry’s ability to flourish and support our awesome developers and marketplaces like Humble Bundle, as noted in this article here. While the practice of reselling damages trust from developers, it should also be noted that a majority of resold/obtained games in this arena are purchased with stolen personal information. Ultimately, this practice negatively impacts the developers, Humble Bundle, and gamers all at once when these titles are found to be fraudulent purchases.

We highly recommend against this practice for a number of reasons and have explained in detail why this practice is dangerous for all involved in a blog post.

At this time, we will not be able to reset your keys or assist with any future requests for key resets.

Thanks again for writing into us and have a great day.

-Kasen
Humble Bundle*

I mus admit I'm pretty shocked because I buy bundles on several bundle sites, it happened a couple of times I got a duplicated key, so I made a request and they gave me a working key, but here I'm just appalled by the answer from a site, I thought, was above the others in terms of quality...
Is this normal or did I just land with someone from support who just got dumped ? lol

Thanks for sharing your experiences :)