No response fom support regarding duplicate purchase refund

I wasted 215 points due to a transaction time out error and asked for help with a refund on January 16 (right after the error), and received a response on January 23. All seemed well, they offered to help with some more information about my account, I provided them with the information the same day - and no response since then.

I'm sure that my request just got lost in the wave of emails your team are getting, but I'm pretty sure waiting isn't going to do anything at this point. Any help would be greatly appreciated. Thank you.