refund problems

i accidentally purchased fifa 19 ult edition on my account instead of my sons, i sent a refund request and microsft gave a reply that i had no such payment on my account, this despite giving the order ref number and the purchase is visible in my order
history and the amount removed from my bank, can anyone give me an idea how to proceed, i do not have time to chase scripted responses and closed cases while microsoft hope i go away. i am still within 14 days of purchase and they where notified within 30
minutes of purchase,

:)