Refund

Hi, I send of day 1 of the new release that i paid twice for the game. 10 emails further no reaction. Support asked some information i give it immediately and no reaction.
POE makes excuses for the updates for poe 1 but no reaction about a refund. and im not the only one
For me its alot of money. So please me a reaction about the refund its almost 3 months further. this is really unacceptable. Even if you comment that you are investigating it. Is it so difficult to give someone's money back or compensation?
Please take my complain seriously.