The confusion is due to a recent change. Hopefully the problem is fixed soon.
There may have been a few instances where people were told on their ticket they had to pay a fee to get their issue resolved. The reason there is a fee is because it requires the special intervention of xat staff and because the issue is always caused by the user (not doing something right). However, with the recent change, an error has been occurring for many people, and it is the fault of xat, not the users who are experiencing the issue. Therefore, no fee will be required.
I will try to post updates here when it's fixed.