Horrible Communication

I bought windows 11 on accident, I was supposed to buy Windows 11 Pro (this was my fault) I emailed customer service to see if I could get a refund. The next day I got a response asking me for the code I received I sent them the code and did not receive a response after 2 days. I emailed 3 more times and nothing when on their website it says guaranteed response within 0-4 hours and that was not the case. When they finally responded the email stated “what do you mean? your money has been refunded 2 days ago” As if I was supposed to know that, when I hadn’t received any response, not even a confirmation that they received the emails I was sending them. No response stating that a refund was in place, nothing. The email is still ongoing as I responded back asking to see that the refund had been put in place and wait on a response. The communication is horrible