CommConnect refused to address issue

After speaking with Charles Thompson from the Executive Customer Care at CommConnect, 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 customer support plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Support Executive at CommConnect, 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 $343.60 to your original payment method 2. Added a $343.60 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-EE364229 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, Michael Jackson Client Support Executive CommConnect