Is Unity staff that does licencing asleep at the wheel

Hello. Is anyone out there.
Your re-licencing double dip on payments and I am yet to get some kind of reply on how to refund me.

Has Unity got so big that they cannot (or will not) follow up on post.

How do I email someone directed on this problem. When one pays this kind of money each year, one expected support and at a email level or my Unity login account. Not close doors with Forums.

Email support happens for Adobe, Allegorithmic, zBrush. Unity - no, or if they do, well hidden.