MQL5 non existant support and refund policy

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Hi guys, my accounts been financially limited for a month and 8 days, now I managed to get a response form the service desk after 15 days, and sent them the documents they asked for on the same day. its been 3 weeks since then and there is no reply. I cant use the EA purchased because of these limitations so my 2 thousand $ EA has been stuck here for more than a month.  any suggestions on how to get a reply from them or maybe a get a refund through the bank ?
 

They have a refund policy and you can read about it here

What makes you say that it is non existent ? 

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Marco vd Heijden:

They have a refund policy and you can read about it here

What makes you say that it is non existent ? 

After buying an EA for 2 thousand $ and not being able to use it, and there is no response from service desk for 22 days till now even after I sent them the documents they asked. It's non existant. have you had any other customer support not respond you for 22 days ?
I have completely lost faith here, so instead of waiting for them to fix the issue I'm thinking of ways to get my money back.
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