the apple took my money !!!

Please at least someone help me with my problem. I made a purchase in the application, but ippstore was

withdrew money from me twice. The bank confirmed the information, as far as I understood, the second time the amount was frozen, but it never returned to me. Although this was done on January 4th.

I decided to make a request for a refund on the site, but there is no similar problem in the category selection list, there is only the item “I want to request a refund”, I selected this item described the problem and received an instant auto answer ““ According to our data, the purchase does not meet the return conditions funds. "That is, they won’t even read about my problem !!! It's just super !!! How to write off my money twice without problems, and try to solve it without options ??

I wanted to write in a chat, but I did not find it, I wanted to call, but in Ukraine there is no support for an apple. I even called Russia, although it is expensive to me, because roaming, but they didn’t pick up the phone there, possibly due to the fact that I’m from another state. What am I supposed to do? I dug up the whole site in search of a solution to the problem, but that's it same thing, try to return the funds or call us. But the wrong one doesn’t work. So, will I give Apple my money? And this problem can not be solved in any way? Maybe someone came across a similar one or say how else can I contact support, maybe write to an email or the like