Xbox Series X : Call of Duty Black Ops Cold Ware shuts off console - not able to upgrade to...

I am an owner of the new Xbox Series X - like most people I purchased new games for my system. I digitally purchased Call of Duty Black Ops Cold War standard edition. There was no information that I would need a different version, or the version I purchased
WAS NOT optimized for my new system, and that it would cause frequent system crashes. My Series X would only ever crash while playing the standard edition of Cold War.

After doing some researching and digging, I found a lot of people were having the same issue, that running the standard edition on a Series X|S causes your system to shut off, keeping your controller on; but you have to manually power on your system after it
dies.

Switching to the X|S version of Cold War seems to fix the issue. My problem with this solution is that I spent $60 for the standard edition, a digital purchase, and when looking on the Xbox Store, to get the X|S version is an additional $70! I had read there
should be an option to upgrade from the standard version to the X|S version for $10, but could not find that anywhere.

So I decided to contact Xbox Support. When I got on the phone with them finally, the lady I was talking to was very friendly, understood my issue perfectly fine, and directed me to the Xbox Refund page and had me submit a request for refund on the standard
edition Cold War game. She assured me several times that my request would go through and she could see my request, and that it was safe to go ahead and purchase the other X|S version for $70, knowing that my other $60 would be refunded.

I downloaded the X|S version, got it up and running on my Series X, and never had an issue with it shutting off. I checked my email about 30 minutes ago and my refund request was DENIED since I used the digital content already. So now I am out $130 for one
game, based off of information that I got from an Xbox employee on the phone.

This is deeply unacceptable. I am hoping someone at Xbox can review my situation and approve the refund that I was promised.

:)