Problems with a purchase in the Shop duplicated.

Hello,

On 18 of december i have opened a case in the e-mail of a double purchased that happened with me on the Shop inside of the game. The case was happened on 17 December.

I was trying to buy a visual effect, where i was debited two times. Someone from ggg was asnwered the e-mail on 1 Jan, and till now (16 Jan) i didnt receive any feedback anymore.

My e-mail:

"

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: edited ****

Thanks Team, really appreciate all the help!!

His response:

"

Hi there,

Thank you for the message. We may be able to help with this. Can you please confirm for us your Path of Exile account name (including the 4-digit discriminator) and the names of a few of your characters?

Can you please also let us know the Steam or Xsolla transaction ID for the purchase made?

Thank you again.

Kind regards,
Leon

I have attached the Transaction ID of Steam about my purchase and all that was asked, But still without any message.

I am really needing a help/hand here, someone can help me here? its about 240 points, that will help me alot in game.

Thanks in advance team!