Support staff ghosting me

Its been 2 months since i got a response to my email, I got one reply for details, then you have just ghosted me.

I need points refunded for an accidental purchase. please!
Last bumped on Feb 4, 2025, 8:35:00 PM
Hey there, I apologise for our slower-than-usual support response times. As mentioned in our recent Customer Support Update, due to the massive increase in tickets from Early Access, we've fallen behind our usual standard. We'll do our best to get back to you as soon as possible!
Need help with something? Feel free to email us: support@grindinggear.com

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