[Gazella]

I had a similar problem a while ago and when I emailed Kobo CS they replied back saying they'll escalate the problem to the Tier X team for investigation. They just kept escalating and it took almost 3 weeks when I finally figured out the issue myself and have emailed them to tell them my findings, they emailed me thanking me and that they're glad that everything is resolved. This was my first and last time buying an ebook from Kobo.

When I asked for a refund before figuring out what the problem was they declined saying that it shows in their system that it has already been bought. But I hope you get a refund.