Quality issues with Representation Group of Reliable product

It's now been 14 days since my initial complaint, and Representation Group of Reliable still hasn't addressed the core issue. I've received generic responses that don't actually solve my problem with their consultation service.

Dear customer, I am reaching out regarding your recent complaint about our maintenance contract. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Brand Representative at Representation Group of Reliable, 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 $68.34 to your original payment method 2. Added a $68.34 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-99EC8B62 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, Karen Johnson Brand Representative Representation Group of Reliable