Hi Zachary,
Marin here from the customer support team. I’m sorry to hear about your experience. Since I can’t find email coming from your registered order email, neither any held comments under the YouTube video, I sent you an email with instructions what to do to trigger the refund process.
For transparency I want to point out that we don’t delete user comments on YouTube or anywhere else. If you read some online reviews about our company you will see that we don’t have any complains about holding users money or etc. For us user satisfaction is one of the most important things and we will keep it this way going forward.
Please check your email and sent me the requested information to proceed with the refund request.
Thank you and have a nice week ahead!