PlayStation Refused to Refund Unauthorized Charge

A transaction was made on my card through the PlayStation system. I sent an email with the reference and authorization codes, but they did not issue a refund and instead asked me to call customer service. When I called, the person on the line said they couldn’t find a case number and asked me to explain the situation. After I explained, they told me, “This is not our issue, go to the police.” I told them that they had previously said the issue would be resolved via email. I also informed them that I had spoken with my bank and that they needed to process the refund using the authorization and reference codes. However, they insisted that I go to the police. I stated that I was formally declaring that I had not made the transaction and that my card was used without my knowledge, demanding a refund. Instead of helping, they started yelling at me.