Issue Securing Refund for DLC Charged but not Awarded/Delivered

In August, I made four attempts at purchasing downloadable content through the Microsoft Xbox online service. Each attempt was for the same item, costing £7,99. On each occasion the transaction 'failed',
and I was presented with an error message, along the lines of "unfortunately the transaction could not be completed at this time".




As this had failed across two PayPal accounts that I have, and I wasn't credited with the downloadable content on my account, I stopped attempting.



In September I checked my bank statement, and found that 4 x charges of £7.99 were taken from my account.



I made four requests to Microsoft through their refund process which must be completed using an online form. On each occasion I was presented with the same basic response:



We’ve performed an additional review on the account and found it's not eligible for a refund.

I understand you're requesting a refund. Here's what I found after looking into your request:

It’s been longer than our refund policy allows for digital game products, so we are unable to refund your order.?

These responses were rather infuriating because it was a refund request due to no product being delivered (or a charge being wrongly made to my account), not because I was dissatisfied, or because the item was faulty. There is no suitable
appeal system available - phone calls ended up with sympathetic call handlers who had no power to intervene or assist, as was the live chat option through their website.

A particularly sympathetic call handler suggested I utilise the European Commission Online Dispute Resolution Service. I have opened a case, but with a month gone, I have received no response or acknowledgement.

Does anyone have a complaint escalation process that I can use to address this?

:)