[daqrinsa]

There's one good thing about the support system / service they are using: I always have a clean and full record of all communication that happened, including stuff I answer to their emails, it will automatically get added as the last entry and I get a new email from the whole history. 

Excellent.

You can refer to all records quickly and easily as needed.

On Friday (same day at which I've sent them the picture) another Rep contacted me:

my name is David from the specialized team of Meta Store Support. I hope you are doing well.

I am sending you this email as a confirmation that your situation is being reviewed by the appropriate team that can handle your situation.

As soon as we have further updates for you, we will let you know.

I answered: "Hello David, thank you. I hope this will be solved soon."

Waiting for me refund now...

Your claim Is under review, so hopefully they'll deem a refund Is warranted.

They sent me another email, now saying they won't issue a refund:

This is Laura from the Specialist Team and I would like to thank you for giving us time to complete our review.

Our team has conducted a detailed investigation into this matter and we are unable to provide you with a refund or replacement and we were unable to find any potential concerns associated with the courier.

Although we cannot issue a refund or replacement for this claim, we encourage you to follow the steps below:
This is a serious issue that needs to be handled by your local authorities. Please contact them as soon as possible to open a case.

Also, contact the courier who delivered your package and see if they are able to locate your package.

If they want to contact Meta to cooperate with our security team, please have them contact us through their official government email.

Thank you for your understanding.

What should I do now? I was just about to write a reply, referring to our national laws and stuff I learned in my studies. Legally, they received my money for a product I did not receive. That means that they need to either prove that I received the product itself or they are not entitled to keep my money. I can easily write a reply around this topic, also writing about how sad and angry I am now that they seem to not take me serious and so on. Then I usually would tell them to refund my money within 2 business days or I will call my bank to charge back the money.

But since I am here, I want to hear your suggestions first.