Unresolved issue with Secure Trust Management Ltd. product

It's now been 12 days since my initial complaint, and Secure Trust Management Ltd. still hasn't addressed the core issue. I've received generic responses that don't actually solve my problem with their expedited shipping.

Dear customer, I am reaching out regarding your recent complaint about our customer support plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Support Team Lead at Secure Trust Management Ltd., 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 $349.51 to your original payment method 2. Added a $349.51 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-AD6FFF7B 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, Elizabeth Anderson Support Team Lead Secure Trust Management Ltd.

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding Secure Trust Management Ltd.'s smartphone and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at Secure Trust Management Ltd. 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