Where did you submit a ticket for your refund? I can't seem to figure out where to report an actual issue that requires direct support.
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I got a notification from Sony that they automatically refunded my preorder funds 2 days ago. I had to click on the link to reapply the funds to my preorder. I guess they sent out an email about it, if you dont reply, the default is a refund. Maybe that is what happened to OP?