Items weren’t delivered in game but my balance was charged.

Hey apple, so I was told to contact you guys after I made a purchase to one app but it failed to deliver but it took my money out of my apple id, this occured on september 26th,2020 and I just got the info about how they dont have direct access to Apple purchases, now I told them that I request for a refund, I was hoping if you guys can fix the issue?

The items weren’t delivered were:

Fountain of gems $5

Road to Glory $25

the game is Growtopia owned by UBISOFT

I hope you guys can fix this, please I wish to spend my refunded money in other apps.

[Image Edited by Moderator to Remove Personal Information]