Security vulnerability in Digital Lab product

After speaking with Richard Lee from the Service Excellence at Digital Lab, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear customer, I am reaching out regarding your recent complaint about our design service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Senior Support Specialist at Digital Lab, 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 $474.36 to your original payment method 2. Added a $474.36 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-79997495 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, Jessica Williams Senior Support Specialist Digital Lab