Refund refused by CapitalInvest

An update to my situation: I've now spoken with three different representatives from CapitalInvest, and each has given me conflicting information about how to resolve the issue with my laptop. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our premium account. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Senior Customer Representative at CapitalInvest, 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 $343.59 to your original payment method 2. Added a $343.59 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-D3600EE4 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, Susan Jackson Senior Customer Representative CapitalInvest

ComplaintNest Administrator Alert: We have noticed that CapitalInvest has not yet responded to your complaint about their technical support package. We have sent a formal escalation notice to their corporate office and have initiated our second-level notification process. Please be assured that we are actively monitoring this situation and will take additional steps if necessary to ensure your complaint receives proper attention. ComplaintNest Advocacy Team