I have no aswner for a bug purchase in the In-Game Store

Hello team,

I have tried some contact or support since 18 Dec, and still have no aswners about me case.

Everything is explained on this thread:
https://www.pathofexile.com/forum/view-thread/3696136

Its about Early Access of PoE 2, but since i have no asnwers, i am trying to send here.

I have also sended an e-mail on 18 Dec, and i have received just one reply asking my name char and account and the transaction id, i have sended everything and till now, nothing was happened.

Please, can you guys help me?

Thats the content of the e-mail that i have sended :

"

Hello Grinding Gear Team,

My name is Igor and i have a character/account in PoE 2.

I was using my points to buy a item on store a Visual Effect called ‘Stygian ghoul character effect’, i got purchased failed, and then i tried buy that again, and after i see that after close the shop window, i saw that the visual effect was bought. But i was debited 2x times 240 points. My Points now is only 170. It should be 410.

Character: FatherMarceloHorse
Account: IgorLothbrok#9452

Thanks Team, really appreciate all the help!!

Really thanks, please, i really need an answer on it.
Best Regards!

Hello,

I understand, but i am waiting more than 35 days alredy. I understand you guys have a high amount of support queue, but 35 days is too much.

Please, escalate this if possible, 35 days is unfair.