Thoroughly appalled with the current Xbox support , how can this be acceptable or am I...

Hi Guys

Just to give you a little background, several months ago I had an issue with purchasing in-game currency for World of Warships (Doubloons).

I attempted to purchase £109 worth of doubloons through the in game / Microsoft store system.

The game glitched on several occasions so I tried again then again. When the system caught up I had in fact purchased 3 x £109 packs.

I called Microsoft and said it was probably by hardware/my fault and I would be happy to pay for two transactions if Microsoft would consider refunding the third payment of £109. Microsoft agreed and did indeed refund £109 to card.

On the 1st of June I again purchased a £109 doubloon package but the doubloons were not credited to my account. The money was taken but I did not receive the doubloons.

I emailed support who informed me I am only allowed one refund per year for digital content. That's fine with me and I fully understand their stance on denying a second accidental purchase , however this wasn't accidental , I just didn't receive the product
i paid for.

Having received the "we decline the refund standard email", I just assumed the operator just didn't understand that I hadn't received items I had paid for so sent another email to support , outlining this request was for product I had paid for but not received.
Again I received the same "your not eligible for refund" mail.

My next step was to get through to a technical gentleman in customer lesions who looked into the problem for me, explained that the purchase had gone through but no authentication certificate was applied by the game developer and said as a result he could
clearly see I had not received what I paid for. He very kindly lined me to another dedicated support form that would look at the information he had discovered and assured me they would infarct refund me as I had not received what I had paid for. I included
the case tracking number for the conversation as requested.

Today I received another denial for a refund and the case was instantly closed by the operator.

Frustrated, I replied to her mail and requested the issue be escalated to a senior manager to investigate. Her rather rude response was simply , don't apply again your not liable for a refund and again closed the case.

I replied asking her if this was her decision or had she escalated to the relevant department head as requested. I asked for her surname or employee reference number and the case was again closed without even a response.

I have screen shots of the conversation clearly stating I did not receive the product.

How can the account support staff be so adamant they will not refund me for a product I didn't receive?

I will refrain from publicly posting the name of the woman who wouldn't escalate the problem having asked on several occasions and twice closed the support ticket who's attitude was far from what I would expect and quite frankly rude.

Could someone please point me in the direction of a senior support or manager for Xbox game purchases.

Surely Microsoft have to provide a refund for a product I didn't receive and have a technical call log to confirm that fact.

Its taken thirteen days to get to this stage and I refuse to just write off £109.

Any help from the community or a Microsoft representative who cares about a customer who spends a considerable amount of money on their products would be much appreciated.

Thanks again.

(All case correspondence has been kept and is available should it be required)

:)