Unsatisfactory resolution from Counsel & Counsel Niigata

After speaking with Robert Miller from the Support Operations at Counsel & Counsel Niigata, 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 premium membership. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Experience Manager at Counsel & Counsel Niigata, 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 $477.86 to your original payment method 2. Added a $477.86 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-80E4E458 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, Barbara Taylor Client Experience Manager Counsel & Counsel Niigata