Very likely you have (or had) automatic renewal enabled.
In that case you did authorize the charge.
As you submitted a refund request within the 30 days after paying, you are entitled for a refund and should get it.
As has been told many times on this webboard, the current handling time for tickets is +/- 15-20 business days.
The person that responded to your ticket is out of line.
He/she should just have refunded you. Period.
A much nicer and correct would have been :
"We initiated your refund, but please consider trying our latest version" or something along that line.
What is your ticket ID ?