False promises made by Elite Hotel Resorts Belo Horizonte representative

I'm updating my complaint because Elite Hotel Resorts Belo Horizonte finally contacted me today. They've offered to replace the handbag, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, I am reaching out regarding your recent complaint about our maintenance contract. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Service Director at Elite Hotel Resorts Belo Horizonte, 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 $12.60 to your original payment method 2. Added a $12.60 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-7498903B 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, Peyton Jackson Customer Service Director Elite Hotel Resorts Belo Horizonte