[UnoriginalGuy]

Indeed, but the article doesn't say they refused a refund. The bug seems deeper than just their front end, their back-end is showing the "wrong" (actually right) subscription selected, but their payment provider clearly charged for the wrong one.

So I guess they now need to consolidate their payments received (likely via a payment provider) with their own system to see if this or any other orders are inconsistent.

They should refund the OP, and I suspect we'll see them do just that. But they also need to both fix their front end but also add automated systems to consolidate payments with orders to see if they match.

[vilpponen]

OP here. They haven't refused of a refund per se, but since I am unable to reach them with the second request - it is comparable to "let's leave this be and maybe it will go away".

[jeffclark]

If it's really just a front-end bug, chances are they're getting lots of calls just like yours. You may just be part of a pile of callback tickets once the bug is fixed and all the refunds are processed. Or, they could still be trying to track down the root cause of the bug in the first place.