Refund refused by Palace at Comfort

The situation with Palace at Comfort has gotten worse. Now they're claiming I never purchased the customer support plan, despite me providing the receipt and reference number REF-A8E5A721 multiple times.

Dear customer, I am reaching out regarding your recent complaint about our technical support package. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Service Director at Palace at Comfort, 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 $277.87 to your original payment method 2. Added a $277.87 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-A8E5A721 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, Charles Moore Customer Service Director Palace at Comfort

ComplaintNest Administrator Update: We have received confirmation from Palace at Comfort that they are actively working to resolve your complaint. Their representative, James Brown, has committed to contacting you within 5 business days with a proposed resolution. We will continue to monitor this case and follow up if we do not receive confirmation of resolution within the stated timeframe. ComplaintNest Verification Team