Whom must I contact to get a refund for being double charged?

Question

I am absolutely infuriated with the lack of HUMAN BEINGS that can help me. I can get support for my phone and talk to a person. But as soon as they realize that my issue is with itunes I am told I HAVE to go through the online support and that they do not have "Live" support for itunes. Absolutely absurd!
Meanwhile the issue is that my computer had an extremely bad virus that would not allow me to pretty much do anything(couldn't even play solitaire). So I had to re-install windows. This virus was so malicious it wouldn't even allow me to restore my files to it's backup. I lost ALL of my purchases. Wel l no big deal I will just redownload them(I have had to redownload a few items before, it was free because I had already purchased them). Then yesterday I receive an email receipt for the "purhcases"... I PURCHASED these items months ago. Why am I being charged again. I have lost my entire library which iorth hundreds of dollars(could well be over a $1000 worth of purchases) I have no way to get them back without redownloading them, but I am being charged for downloading things a second time. Why?
I am also in the unfortunate position of being broke and my bank account was over drawn, so I have to incur a $34 fee for the overdraft for a $21 purchase. Thankfully I didn't continue trying to refill my library or I might be in a LARGE amount of debt. Why doesn't itunes recognize that I have purchased these items already? I am EXPECTING a full refund. I have already dealt with my bank and have thankfully avoided the fee. But after getting the run around from itunes support this morning, I made a a 5 minute phone call to my bank and they refunded my money no questions asked... and they didn't even ask for proof! Amazing SUPPORT, but I get absolutely jerked around by Apple.
The fact that I can't directly contact someone to be able to take care of this promptly is beyond my ability to fathom! This is one of the RICHEST companies in the world, there is no excuse for leaving your customers out to dry like this when they have a legitimate issue. This wasn't some petty request for a yet another add on to my Angry Birds app( if I wanted that I would write an e-mail to the company that makes the game). I realize that not every request in the world can be handled in a personal fashion sometimes. However I feel extremely baffled by Apple's policy on handling this so far. I am one of those people out there that actually purchases and downloads everything legally. And this is how I am treated?

Answer 1

I realize that my complaints aren't reaching Apple through here. I asked a question and stated what the issue was. I am aware that a person will eventually reply to the e-mail complaint I already sent. However, I was refering to being able to voice my concerns, with my voice. I was able to call for support for just about any other Apple product or service and reach a person on the other end very quickly. However when it comes to itunes, they choose not to offer a call center. There is no excuse not to have one.
A "simple" search was already done and I found many many many articles that had suggestions for issues that I was not experiencing. What may seem simple to you, wasn't for me apparently. Also, I had previously downloaded items that had been purchased and downloaded before in the same manner that I downloaded these recent items. I wasn't charged in the past, so I had no reason to believe I was going to be this time.
And while I appreciate your oh so slightly condescending help("A simple search.. blah blah blah") It didn't answer my question on how to contact someone for a refund. If you follow your own advice, you will find that I then have to choose the product that I need support for. After selecting itunes it leads me to the page that put me here with the community. No e-mail to contact them through, no phone number(because they don't offer live support). I have no reason to believe Apple isn't purposely trying to be a pain in the behind at this point. Why is it I can't talk to a person on the phone about this issue and get it resolved immediately like I can with other products and services? My bank took care of everything with LITERALLY a 9 minute phone call this morning. However I have been trying to find a way to contact the "correct" group of people who offer support for the store so that I can get a refund and am getting the run around. There is zero excuse for why this process is as complicated and drawn out as it is. Everything about Apple is user friendly, except for their support!
I apologize if you weren't attempting to be condescending, but there was no reason to word it like that unless you were. I will attempt to redownload my past purchases by following the instructions through the link you provided, and will mark your answer as helpful.
Cheers