If I report a problem and get a "you can't get

If I report a problem and get a "you can't get your money back", is that the end or has the matter been sent to support for a look?
What I did:
I have family share and I found Xcom there with the cloud download symbol, I tapped it and it said "you can't download this", about how specific it was. I tapped it again and it started downloading, never asked for password (to my memory). Later I get an email stating that I had been charged for the game. I submitted a problem and got a fast response, "you can't get your money back". Now, is that it? Or has the matter been forwarded to Apple? If I am not happy, and it hasn't been forwarded where do I turn?

It's Apple who told you no. That's it unless you want to try calling Apple Care.

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