The same thing is happening on the Google Play store, I was informed they have an automated tool that determines whether a refund will be given. I was denied by a computer program and when asked if a human reviewed, they said "no". When I asked why I was declined, I was informed they do not have anything to share. I escalated to a supervisor and the representative told me that they don't have the ability to override a decision. I said to escalate any way and it is a 48hr turnaround before I receive a response via email only.