SR Support is a small team, and they get hundreds and hundreds of messages every day. I think what happens is that sometimes when they're reading through them, they assume complaints are intended to get scammed money back, and so they respond with the usual "We can't help you get your money back, sorry" response ... so it may help them take action if you make clear that you're not expecting to get your money back - that you're just trying to report a vendor who has scammed many people. I hope this helps! If not and this continues, I'll escalate the issue.