Prior subscription refund when adding device

I recently added two devices to my account. As I added each device I was prompted to purchase a cam plus annual plan which reflected the new amount of devices. When I added the second device I was given the option to but an annual plan for 2 devices at 42, which I did after a pop up appeared saying I would receive a refund for my prior plan. When I added the third device I was again given the option to buy an annual plan for three devices, which I did because of the pop up that appeared saying I would be refunded for the prior plan. Its been three days and no refund so I reached out to customer service and was told “my supposed refund” can not be issued and I need to reach out to Apple or google. Has anyone else experienced this? I don’t understand programming a pop up message if they are not going to honor.