They’ve never replied!!

I was having issues with chat not working. So I looked up what to do about it. It was suggested that you reinstall the game. So I did that. When I went to sign back in my screen name and password wasn’t recognized. I wrote to support for help. No reply. A week later, still no reply I wrote again. Still no reply. It’s going on 3 weeks and no reply. It does say they are busy and it may take awhile to get back but 3 weeks so far? I had purchased the premium membership and now I have nothing. I tried to get a refund from Apple but they refuse the return. What the hell should I do? Just keep waiting, it looks like. I had an old account that it did recognize through my email so I’ve been using that for now. Still, chat not working. If I try to type in the chat it writes one letter at a time.. If I were to type hello it come out looking like this.. H E L L O But vertically, so bizarre and horrible customer service!