You have to reply to the canned support message (through the website preferably) and possibly keep poking until you get a real person response.
Tickets close automatically after 72 hours because it is believed that there isn’t a problem anymore, since you haven’t mentioned it again. You’ll probably have to make another ticket.

Yep replied to the canned email and still have not heard a thing.

Don't talk to your credit card company about a refund without first going through Support. ZOS will almost always close accounts for chargebacks (in part because they have to pay a fee for it), and then you'll be fighting with Support to get that resolved too.

Do try posting your Ticket # here or in the Help forum.

Brad the Escalation Agent: "For this reason, we insist that any refund requests go through us, not the bank. This could have been all handled within 24 hours if it had been done that way." (from the link above)

If ZOS had handled either of these situations in 24 hours, we wouldn't need to be tagging other staff to get Support to do their job. And since they quote "24 hours" as a timeframe to solve an issue like this, 11 days (6+ business days) of complete silence on their part is easily tantamount to refusal to redress the situation.

The fact they hold chargebacks over customers' heads like this while keeping their money and refusing to own up to their own mistakes defeats the purpose of consumer protection entirely.

@ZOS_BillE Thank you!