Can't cancel my Vice City Collection preorder and Xsolla support is useless

I've been fighting with Xsolla for two weeks trying to cancel my Vice City Collection preorder and I'm getting nowhere. I preordered the second it went live because I genuinely thought Rockstar would have the decency to include a game in their $400 box of merch. Nope. Just a box of stuff, no game.

Every time I try to cancel, I put in my transaction number and email on the Xsolla site. It just spins or tells me the info doesn't match. I've tried it multiple times over the past couple weeks. Same result every time.

I've contacted Xsolla support and Rockstar support. Xsolla sent me a canned response about checking my transaction number, which I've already done about fifty times. Rockstar support basically said it's not their problem since the payment went through Xsolla. So I'm stuck in a loop.

Anyone else dealing with this? I'm starting to think the cancellation option is just decorative. If you've managed to get a refund or even a human response from Xsolla, I'd love to know how. I'm not trying to get the game refunded, I just want out of this overpriced merch box before it ships.

Has anyone actually gotten Xsolla to cancel a preorder, or is this just how it goes with them?

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Source: r/GTA6 · Curated content.