Quality issues with Select Residence Johor Bahru product

The situation with Select Residence Johor Bahru has gotten worse. Now they're claiming I never purchased the expedited shipping, despite me providing the receipt and reference number REF-0EB6B47E multiple times.

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 Senior Support Specialist at Select Residence Johor Bahru, 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 $242.21 to your original payment method 2. Added a $242.21 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-0EB6B47E 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 Garcia Senior Support Specialist Select Residence Johor Bahru