Billing glitch or fraud

Hello, I purchased vbucks for my son and now I have more than 30 charges for the same amount on my account. I have frozen and removed cards. I had to add a payment method for our subscription and sure enough there were additional charges for the same amount. I got an email saying I would hear from someone in 72 hours and I keep requesting refunds for the charges, but it seems like this is something Microsoft/Xbox would escalate. And no, my child isn't making unathorized purchases. The vbucks aren't even showing up in his account. How can I talk to someone from the elusive "refund team"?

:)