Unresolved issue with Quality Craft unit

An update to my situation: I've now spoken with three different representatives from Quality Craft, and each has given me conflicting information about how to resolve the issue with my smartphone. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our priority service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Account Manager at Quality Craft, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $295.57 to your original payment method 2. Added a $295.57 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-69C418C3 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Susan Miller Account Manager Quality Craft