That doesn't sound like an email from a professional person. I thought it sounded like a kid. And to say you got your friend to email? Sounds very juvenile to me. They didn't address your concern at all. A business professional would not have done that.
I just talked to my brother who does hosting and other computer/internet type business. I read him this correspondence and he said it sounds like you are not talking to the person that is hosting your site. He said it sounds like you are talking to a third party where your site is listed, not where it is hosted. And that's why they don't know what you are talking about.
My brother has more questions in order to help you, Mary. I'll send you a PM.

Well, nevermind. It sounds like Karen just gave you good advice. But let me know if you do need anymore help with this.