How disappointed with Microsoft

I am a fan of X-box, and I was charged unreasonable for an online game. I talked to one online agent to solve this problem, he checked my purchase history and promised me that I can get refund by apply refund application. Three days later, I received the
email from refund service center and they told my request was refused because they even couldn't find my purchase record. That's ridiculous. I tried to talk with different agents to solve it again, but it was still not solved.

It was no much money, but I feel unsecured and so disappointed with what Microsoft did.

:)