Ted here from Shopify, thanks for posting your query!
I'm sorry to hear that you've had a bad experience with our support. To help you further, could you tell me what has happened in a little bit more detail?
Are you able to access your account at the moment? Our support advisors normally can't gaunretee a refund until the account has been reviewed. Has our support team raised your query for further review with another team?
Would you be able to share a support ticket number with me so I can take a closer look? If not, please let me know, I'm happy to help!
Thanks for sharing that! I've taken a look and it seems that the store is under review with the Risk Department.
This is a standard review process for all new accounts so that we can verify everything for security and fraud prevention reasons. Our reviews can take a few business days to complete and while our Support Advisors wouldn't be able to speed this process up, I can confirm that this is being handled by the correct team. As soon as they have more information, they will email you back asap. In addition, I was unable to locate a charge on the account you've mentioned so I have emailed you for more information if you could take a peek.
If there is anything else I can help you with, please let me know, I'm happy to help!