How to cancel for a refund?

I have submitted numerous tickets. Each response is more idiotic than the last. I was told that I did not have an upgrade. So I bought a business license. Then found out that I did have a business license already. It is not showing on my account overview. But, I did find the invoice and payment for it. So, now I have 2 business licenses for the same account. Then to add more fun, they are wanting to renew my original 'non business license' . I assumed when you upgrade, the old license with be dissolved!?!? So, now less than a year, I have been charged for two business licenses and a intro license.

1st attempt...a gal named K. P. just sent me a copy of my invoices. (The reason I contacted was to discuss the multiple charges. I never asked for copies of invoices! I have them, hence the need for a refund!)

2nd attempt...a gal named L. M. She basically said: Congratulations! Your subscription has been renewed. (Maybe 'Cancel' and 'Refund' means something different in Germany!?!?)

3rd attempt...received email stating that I waited to long to ask for a refund. I had 28 days. But, since they have kept me spinning in the wind for weeks, I am no longer eligible for a refund.

Now: I have called every phone # listed. When you are on hold for over 35 minutes, you are automatically disconnected!