Ingame Purchase Support

Hi, sorry, english is not the best but i guess i can do it so you can understand me...

i made a ingame purchase (€) and i have an issue with that purchase. is there any other way to get help other that the ingame help button?

i reached out for Support on monday via that button. After two days they answer me that they will help me and that i should confirm again that i wanted to make the explained changes. I did that.

After two more days, now talking to another person, they are now suddenly answering that they are not able to help me... 

These guys seem to be a little confused there.... its getting really frustrating . .. 

Thank you for any kind of tipps.. .

Greetings