False promises made by The Life Hospital Foundation representative

I'm updating my complaint because The Life Hospital Foundation finally contacted me today. They've offered to replace the router, but I've requested a refund instead since I've already purchased a replacement elsewhere.

Dear customer, On behalf of The Life Hospital Foundation, I would like to personally apologize for the inconvenience you've experienced with our premium account. 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 extended warranty to address this situation. Additionally, we have documented this case (Reference: REF-D9DBC51D) 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, William Johnson Account Manager The Life Hospital Foundation