[mothered]

Did this and they told me to contact my payment provider

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Also did this and the claimed it was ‘private and confidential’ and again told me to contact my payment provider and they will then provide evidence

Nonsense. If they have nothing to hide, they have everything to show.

Request an escalation.

Proceeded to do so  and they repeatedly stated that i should contact my payment provider - no other option given.

That's nonsense.

As a buyer, you have every right to escalate your claim. Repeatedly request It.