[2021] Conned out of Platinum

So I'm posting here because it seems the Phoenix Labs customer service doesn't really care about a bug I encountered. The short version: I was conned out of $10 worth of platinum.

The bug I encountered was that I was at Honest Ozz and I was purchasing curiosities using frostfall coins. In the midst of my snowman curiosity purchase, I instead get a confirmation that I had spent platinum. It didn't even tell me what it had spent platinum on; no confirmation, no "are you sure?" prompts. Nothing. But sure enough it deducted over 1k platinum.

After a bit of searching I found that it had purchased the Ostian Winter hunt pass (something I didn't want or need). Of course, I wasn't in the platinum store and I wasn't on the hunt menu or any of the other screens that typically house the purchase option with platinum. Again, I was buying snowmen from Honest Ozz.

Anyway, I submitted a ticket with customer service and they told me to pound sand (no). To be frank, I don't believe their reasoning of "We do not have the tools to refund such transactions." especially since it's inconsistent with other public responses. It's also especially hard to believe that a developer would not implement tools critical to customer service.

I know this forum isn't customer service. But is this normal? Should I really have to ask the broader player community if this is the general standard that Phoenix Labs maintains?

Honestly, I was hoping to use that platinum for future content, and continue playing and maintain the premium status. But it seems to me at the moment that having plat is more of a liability than an asset.