same happened to me with far cry 3 and far cry 4, they should prioritise their cases like the cases the involve things like charged double or charged and not getting the games should be on top and stuff like didnt get U points and stuff like that should be on bottom of their list....
that bs, well i installed it anyway, cuz look at it this way, you are playing the game that you gave money for and they charged to once more for game taht you didnt have so if you dont understand what im saying...look at it this way, they cant took you rights for something that you didnt got in the first place cuz you got game once and not twice...I guess you can install game normally and play it, its their problem not yours....jsut be patient and enjoy the game..if they dont get you your money back its bad for business and bad for them cuz you are not the only 1 who got charged twice...same happened to me and im enjyoing the game and waiting for them to send me message and give me my money for for what they charged me twice....