Support Email Not Helping

Sorry for putting this here but I’ve been trying all day for a follow up on a support ticket I sent in to support@grindinggear.com. My issue is I accidentally bought the Hall of the Dead portal effect twice while in game. The first time I tried I got an error message saying the purchase timed out. So without knowing better I tried again. Well as it turns out the first attempt succeeded without my knowing and now I have an extra portal effect. I’d like a refund of points on one of them.

Attempts to go through the support email have been met with a response for my account id and transaction id then… nothing. No acknowledgement or even a “we’ll look into it”. Hoping this is seen by human eyes and not by a customer service bot. I know support is busy with PoE2 early access, I appreciate any assistance.

Thank you. Your hard work is appreciated.

So you guys are answering support tickets for those who bought the wrong thing but not for those who bought the damned game and cant access it...

Apparently not keen on assisting those who purchased multiple support packs to get multiple keys, and never received any keys either