Contacting support feel like talking to an untrained chatbot.

Well, here's time for my rant today.

So I made a purchase worth of $14.99 via their web store, using Google Pay. Usually they should have send the receipt via email, right? No, there's no receipt at all, only bank statement.

So unfortunately, they had an error, the balance is deducted, but no item received. So I decided to reach out to support team:

https://preview.redd.it/6x4feop0bqyg1.png?width=1906&format=png&auto=webp&s=eebed440d7baf0d57522e430cd01035dbc1691f4

First red flag:
- They insist that I paid by using Google Play, and telling me to go to Google Store Activities to receive the GPA. (Despite I am the one who paid...)

Then, I tell them that's Google Pay, not Google Pay, then therefore, there's no such GPA transaction in the list (because the transaction was on their official web store)

After that, they keep asking me like a robot, for GPA transaction ID, then I decided to record a video to prove them that, there's no such thing:

https://preview.redd.it/04172cs6cqyg1.png?width=1917&format=png&auto=webp&s=1eb690edc398c4470b47297bd83c255d95089778

then this is their next email:

https://preview.redd.it/z0dpyphdbqyg1.png?width=1916&format=png&auto=webp&s=1c3388c0a65631053b298d53b5e861fc52c54dc6

The other two red flags:
- I have already sent them Transaction ID 4 times in the support ticket.

- There's no "Order History" tab on their Top-up page or Official Web Site.

I mean, this is the worst design ever. Is there any way I can escalate to an actual human?

I will request a chargeback if I can.

Thank you for letting me rant...