[mothered]

I suppose the investigation is standard procedure, and will done in the background without my involvement.

Meaning I don't wanna get in trouble ...

Rest assured, an Investigation Is no cause for concern.

It's only required to collect Information and move forward with your claim.

I’ve got news:

Called them yesterday and a lady assured me that it’s their fault and she will refund me the amount.

I get an email of the amount that will be refunded to me and it’s less than the one I payed.

I live chat with another lady and she tells me because of the amount of € in question they aren’t able to refund it whole that’s why she forwards my case to her supervisors in Payments Department.

Good news that your claim has been approved, but It's strange that It cannot be Initially refunded In full. A refund speaks for Itself - reimburse the full amount of the original purchase.

We'll see how their payments department responds.