They don’t. I can’t account for what you are claiming. Frankly, I question the validity of it, but that isn’t something I’d have the tools to prove one way or another.
I believe they said “or post in one of the many threads in General Discussion”.
While that is your opinion, that does not change the fact that Customer Support is unable to assist here. Outside of looking into a refund request, which was your original question.
Anything beyond that, is best directed to the appropriate place for feedback.
Again, as I linked earlier. Community has posted in General Discussion on this subject.
https://us.forums.blizzard.com/en/wow/t/service-update-300-pm-pst-november-25/737575