Xsolla (USA) review: Unauthorized payments

On February 14, I contacted Xsolla support for help regarding an unauthorized payment that I did not make and was written off at night local time, but in ticket #8393916, the Harley manager refused me on the grounds that since the payment had passed Xsolla's security check, they could not approve it.
In order to contact support, I even had to register in Roblox so that they would respond to me more quickly.
Although I provided all the available information to the specialists, they said that this was not enough, but as soon as I asked what other details were needed, they began to ignore me completely. Just a terrible company.