Disney Frozen Freefall Mobile App — charge for extra plays etc but after paying you don't get them

Website: Disney.com/frozenfreefall

When you purchase items such as extra play, etc your account is charged immediately but you never receive the items you pay for. When you contact customer service they just give you a bunch of crap about how they don't keep track of purchases made and cannot refund. All a bunch of lies... What company doesn't keep track of their income?? They either need to reimburse immediately when asked or stop charging for the items!!