Sony Playstation Support is pathetic

On the 01 August I purchased a zero value add on but then i got deducted R1500+ , i have been struggling to get a refund, they dont have 24 hour support , and when i use the online chat bot it eventually says no live agents available to help, when i eventually got through to a live agent and giving all the references i was told that my account doesn't fall in to the USA/Canada area since im in South Africa . And the link provided for the Africa supports keeps giving me the no agent available. Im at wits end