False promises made by Residence of Classic representative

The situation with Residence of Classic has gotten worse. Now they're claiming I never purchased the premium account, despite me providing the receipt and reference number REF-BAFD1B75 multiple times.

Dear customer, I am reaching out regarding your recent complaint about our expedited shipping. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Support Executive at Residence of Classic, 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 $462.85 to your original payment method 2. Added a $462.85 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-BAFD1B75 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, Jennifer Anderson Client Support Executive Residence of Classic