microtransactions not working, ask for refund but no replied

hi, I hope this email finds you well. I wrote an email to support at 26th of January 2025, about the refund request on unavailable product that I brought in the website, and the support ask me to confirm my Account name and character name in order to process my refund, but I haven't gotten replies or refunds from the path of exile 2, and I tried to reach support again through email 4 days ago and got no reply. can you please check for me. My account name is KKKKATH124#1360 and my character name is LastTher , look forward to seeing more effects available, and I would buy the effects again when they are available. Thank you.