Refund refused by BroadBand Express

After speaking with Quinn Lee from the Customer Advocacy at BroadBand Express, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear customer, I am reaching out regarding your recent complaint about our delivery service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Experience Manager at BroadBand Express, 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 $425.39 to your original payment method 2. Added a $425.39 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-44C74289 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, Richard Harris Client Experience Manager BroadBand Express

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding BroadBand Express's handbag and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at BroadBand Express and have received assurance that this matter will be investigated promptly. Additionally, we have notified the appropriate consumer protection authorities as this appears to be part of a pattern of similar complaints. Please stand by for updates as we work to ensure this situation is properly addressed. ComplaintNest Consumer Protection Team