Even that in-game ticket system fails sometimes, works or not, better to submit one on PC using the webform. No, there’s no option to talk to anyone in-game.
All the current players had been waiting for 2 years, not just you. You can submit a refund request through Google, but not through Blizzard. Every transaction is going through Google and I personally think that is stupid… Lots of people reported failures with purchases, you just need to scroll through the forums. Letting Google deal with the transactions leads to many people being frustrated when they request a refund, end up in negative gold or they won’t get items that was promised in bundles/whatevers → as a result both company just points fingers to the other to ask help from them; Blizzard tells you to contact Google, Google tells you to contact the Blizzard Devs… and nothing is going to be solved, they want to wash their hands.
Requesting a refund resulted me never being able to buy the Booster again, so do so at your own risk with refunds. As much I’m also frustrated, I’ll still try to wait it out for a bit longer as the game is still in its infant state.
Also: got a response from a GM (and its also being shown in the “Contact Support” page that they have increased incoming tickets → Game just launched, they are after Blizzcon
New players, like you, most likely haven’t searched the forums for similar issues like yours and just spam them with tickets. Believe it or not, there was and is an unofficial Discord server where a couple of Devs are present, bugs are being reported there and if Blues can answer, they will, they pass the bugs to the teams responsible for such bugs (like if there’s an audio issues with the game it’s being passed on to them) - different teams work on different issues, it’s most likely the same with transactions, too.
Would be seen as a dupliate thread, but they will still read it, even if they don’t respond to it, and they will work on it.
You aren’t actually forced to buy/pay for anything, purchases are optional, not mandatory. You can pretty much advance in the game as a F2P player, but obviously much slower. Yes, gold income is scarce, it’s a pain farming it, it’s really slow to advance, and you only get stuck until you level up your troops and put a strategically (for the right map) good team together.
I was stuck in Heroic Ashenvale, on Tideress, until I levelled up some of the minions that were right for the “job”.
Sorry for the Wall-of-Text. Not trying to defend Blizzard as I’m also angry with them and I also think that real-money purchase issues should be fixed with priority but it’s not OUR call, they will fix when they can. They are also human, they are also working, they can’t answer ALL the tickets we send them in one day.
All we can do is do what they ask of us: Be patient.
Hope I could answer some things for you. 
Hop on the Discord server and you might see things a bit differently, there are also people more active there than here on the forums who could answer some questions for you quicker. You can also get some good tips on how to handle some missions where you get stuck (if you still wish to continue the game).