I want to talk to a Google play rep through email, as I don't have time to he sitting o...

I want to talk to a Google play rep through email, as I don't have time to he sitting on the phone all day, about a developer. I bought an ingame item "box" and upon opening it got disconnected from server due to the developer refusing to ensure their servers are adequate. Upon reloading the game I went through my inventory to find out what I got but could find no tangible evidence that I got anything. When I talked to the developer, they initially said that they had zero records of any of it so I went to Google for a refund since if there was no record they would never give me reimbursement. Google play refunded me the money but now the developer is extorting me into paying that money back by denying me ingame access to some things that I've gained, for free and with money, until I give into their extortion demands. **They say I broke their ToS for getting a refund, and yet they broke Google ToS by not giving me what I paid for. **So, im trying to find answers to how legal this actually is and whether or not Google can help me in this matter