XBOX / MICROSOFT extremely poor service

I purchased an Xbox one the 26th of October 2022. I have then tried to purchase a game from the Microsoft Store. When I made the original purchase, it did not go through, however my account was debited. The second time it went through and my account was debited again. I began to download the game, and then left it to download overnight. In the morning the game refuses to start up. The message displayed was that I need to purchase the game before I can play.

So I have been debited twice and still cannot play. I have tried to query with Xbox but there is no phone number. I tried sending emails but there is no proper feedback. It's now 08 November 2022, 13 days later and absolutely no feedback. Absolutely disgusting service.