Wanted to buy game (Minecraft) online in Microsoft...

Wanted to buy game (Minecraft) online in Microsoft Shop and pay via eps. The money has been deducted, the download is canceled and does not work anymore. Money away but no return. No one on the hotline can tell me what to do now or how to get my money back. The hotline is the horror. You will be connected for hours and kept in queues. If anyone knows, I would be grateful for that.