The support chat is not working.

I bought 2 games, and I wanted to refund both. I refunded both, but only one was processed. The next one gave an error. i contacted live support at that time, and the person told me I didn't need to refund the two games because both games were bought at the same time under the same invoice. I received the payment for only one game, but the next one is saying "refund pending" and i would still like to refund the game, so I want to know hw i go about that