Refund denied - who to contact to appeal?

So, 1 day 2 purchases went through.

The games were downloaded and opened for a fre minutes.

I have requested a refund for both of them within a few hours from purchase.

1 was approved and the other one wasn't??

I have tried to contact someone, but there is no one to contact for refunds. Appaling for me... It's 2020 and Microsoft behaves like the US in the 90s... Final decision, get out of my sight.

I spoke even to the consumer's right, which confirmed that in the UK it is a legal requirement to allow 14 days to return physical goods undamaged, or digital products with less than 2 hours usage.

I chat with Microsoft, under "unrecognised charge" and they told me that they agree, but cannot help. They suggested to reply to the email I have received. I have done that twice and no answer. Any ideas??

:)