Refunds to in app purchases from Hay Day

I have had my refund rejected numerous times because Apple doesn’t communicate with Hay Day. Hay Day has a standard response to their app rejecting the purchase as invalid. They first tell you to contact them. They then claim the transaction cannot be processed if Apple has it pending for 5 days. Then both the app, and Apple don’t fix the problem. I paid $9.99 for an in app purchase, and both parties are failing me at resolving this issue. Once is a fluke, a continued error is the fault of both parties. Please fix this. I’m so so tired of people pushing the problem off to someone else. At this point, the app plus Apple failed me, and I lost money from a transaction over it. I cannot be the only one that this has happened to.