Refunds being accepted and not

I recently got 2 dlc one on the 15 and one on the 16 and the one on the 15 didnt get accepted i asked costumer service they couldnt tell me why and said i just needed to ask for another refund request and attach a email but i couldnt! So im now stuck trying to understand why i didnt get a refund how to connect to the refund team and what to do next all very confusing and frustrating i hope microsoft fixes this.

:)