Trapped in a Support Loop: Denied refund after bot confirmed 14-day accidental purchase eligibility (Cases #10775718 & #10866477)

Hi everyone,

I am hoping a community moderator can help me escalate Case #10775718 (and duplicate Case #10866477), as I am completely stuck in a support loop receiving generic, copy-pasted rejections that ignore my actual situation.

On July 1, 2026, my account accidentally auto-renewed. I was asleep when the charge happened, but I officially canceled the subscription within hours of waking up and have strictly maintained zero usage on the account since the renewal.

When I used the help chat, the AI support explicitly told me: “for web purchases, accidental purchases are generally eligible if you request it within 14 days of the charge.”

Despite falling perfectly within this 14-day window and having zero usage, my escalated ticket was just closed by an agent named Cristel with a generic “subscriptions are non-refundable” template. I also received the exact same canned response on my duplicate ticket from another agent, Karen. Neither agent addressed the 14-day accidental purchase policy that their own system cited.

Can any moderators please help flag my case to a real billing specialist? Thank you!