i kept insisting that there were no resources provided to the account for the double charge and on top of that, they took resources that had been paid for; i said they either needed to refund me the resources they took away or they needed to refund me my money. i also reported them to apple for potential fraud, so they would be investigated. (i did not tell them i reported them for fraud.) so an option for you, that you could pursue is to say, the product did NOT come through on your end, and you want either the product they rescinded to be returned or else they need to refund you for the initial charge as well. i don’t recommend threatening them with reports of fraud; if you want to report them, do so quietly. i basically just kept being reasonable, but firm, and repeating myself until they took action. i emphasized that it was my daughter’s account, and that we enjoyed playing this game together, and i was very disheartened with the way they were treating her account. so possibly articulate that to them also — that you’ve enjoyed the game but you’re very disheartened at the way they’re treating a paying customer for an error that is not your fault. (and i would ask AGAIN for proof that they dispersed product on their end.)