Game purchase cancelled?

I recently purchased Rainbow Six Vegas 1 and 2 when they were on sale. Vegas 1 is working fine but Vegas 2 won't launch and is now listed as "Cancelled" when I look at the order details. I keep checking my credit card but there is no refund yet. I contacted
support for a refund and they said I'm not eligible for a refund. This is absurd because the game doesn't work and they still have my money. At this point I don't know what to do as every path I go down to reach a support agent tells me "You may not use chat
for this request", and Ericson in the xbox support team doesn't seem to understand my problem no matter how many times I explain it to them.

Does anyone have any advice? I'm certainly not buying any more games if my very first purchase failed and I can't even get a refund.

There is a blurb in the known issues page:

Users seeing a "Do you own this game or app when launching a recently purchased game.

• To make sure you own the game and did not run in to any issues with your payment instrument at the time it was attempted to be charged, head on over to account.microsoft.com to
  ensure the game is marked as "Completed" in your order history. If not, you will need to purchase the game again because the initial purchase did not go through.

But this is absurd because I'm not going to purchase the game again until I get a refund for the first purchase. Also, it's not on sale anymore so I wouldn't buy it again at the inflated price anyway.

Please help!

:)