Recently purchased latest version of Quicken from Quicken website via PayPalClosed

currently using Quicken 2017 for windows, purchased the latest version from Quicken website using a PayPal account.  Quicken very happily accepted my transfer from PayPal, PayPal shows the transaction completed with an reference number.  Called Quickens  customer number, after waiting on hold for a very long time, first person I spoke to said I was accessing Quicken with the wrong E-Mail, only have one E-Mai.  Called back, again waited a long tie on hold, 2nd person said there was a problem with the on line purchase system and that I would see a refund but couldn't give a time frame.  How come Quicken accepts my money  with no problems, but doesn't provide the product.   I no longer have access to my money and no access to software I paid for and no time frame on the refund.  Person I spoke to said I could just pay for another copy of software but could no say for sure if system would work.  How can you help me?