Customer Service Issue

During the sale this week I purchased a number of games one of which was Hitman 2 realising however that I had purchased the wrong version (Standard instead of Gold) I entered a refund request
and purchased the Gold version.

The reply to the refund request was as follows:

"Our refund policy does not allow refunds for digital game products that have been played or consumed.”

Thinking that I hadn't explained the issue in my refund request, I replied that I own two versions of the same game bought at the same time. I can only have used one of the two copies on the account and reasoned
that at least one of them must be eligible for a refund.
The reply came quickly and read:
"We have performed an additional review on the account and found it's not eligible for a refund under the Microsoft Terms of Sale. Happy Gaming"
This time I responded that I was unhappy and having shown I had only used one of the two copies, wanted a reason that my refund was ineligible. I asked that if they could not help me resolve this issue then I would like to be directed
to someone that could.
Again I received a fast response but read the same exact message.
I realised then that no one actually reads the emails and am unsure where I go to speak to a person and not an automated response.
Has anyone else faced this issue?

:)