15 years of Xbox Live Gold = a denied refund

Like the title states, I've been a Xbox Live Gold member since 2003 or 2004. I can't really remember the exact date, but without sounding like a Microsoft product fanboy. I've been loyal to this brand because i always felt like the user satisfaction was
always ultimate goal.

With Xbox Game pass i still feel that this is the case. Although with with my recent failed attempt to get a refund on a free Games with Gold game Never Alone in which i was charged for on January 2.

It's disheartening to not get an answers on why i got charged for a free game with gold. The $15 is not the part that bothers me. It's not getting an answer on why i was charged it. Just getting a denial is the aggravating part.

I got an Xbox one in every room in my house (5 total). I just purchased an Xbox one X and another Xbox one S along with 2 one year subscription to Game pass and I paid for another year Xbox Live gold subscription for one of my kids in the last month alone.

So can anyone answer, why I got charged for getting a free games with gold game with my gold account which i've had for a very long time??

:)