Unresolved issue with Institute of University product

I wanted to update this complaint to mention that a representative from Institute of University called me yesterday, but we were disconnected before resolving the issue. I've tried calling back multiple times with no success.

Dear customer, On behalf of Institute of University, I would like to personally apologize for the inconvenience you've experienced with our loyalty program. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate full refund to address this situation. Additionally, we have documented this case (Reference: REF-9B3FAF89) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Robert Williams Brand Representative Institute of University