Put in a report with the ACCC. They’re usually very interested to hear your story and they almost always follow up with a company. I’ve had many problems solved just be reporting it, getting a case number, then calling the company back and giving the them case number. Usually gets their attention

I've logged at least 5, most of the time they come back with we don't deal with that you should contact consumers Victoria - I contact them and they only tell me my rights but don't do anything.

If Consumers Victoria will not handle the case, talk to your local state MP.

This sort of shit is what MPs (or at least the office of your local MP) is for.

Sounds awful :(

That sounds as if their share of the email replies causes more cost than the refund itself. Unless that's all AI replies now. In which case the solution is an AI that negotiates the refund.

Yeah exactly, with one I was really annoyed about that they kept saying they don't have to provide refunds for digital goods and I kept supplying Australian consumer law, it got to about 80 emails over 6 months trying to get a reply - then I hunted down people who work at Sony and started guessing their emails, regional ceos, cios, support managers - you name it! Eventually one of them replied an issued a refund. Obviously my time is worth more than the refund but it was just the principle of it that cheesed me enough to keep pushing.