Steam Valve Refual of a refund under false pretenses Internet

I purchased a video game via Steam when they were having a summer special going on. After downloading and installing the game, it would load for a very, very long time, crash during gameplay, not sync the audio in time with the game.

When asking for a refund they emailed me stating I played it for more than 2 hours - which is a lie seeing that I told them that it took a long time to load, which shouldn't count as 3 hours! It's a shame that Steam doesn't have a direct email or phone number to contact. If they did, perhaps this report wouldnt've have been posted on here.