Hidden fees discovered from Intellect Institute Academy

The situation with Intellect Institute Academy has gotten worse. Now they're claiming I never purchased the expedited shipping, despite me providing the receipt and reference number REF-EA3E4EBF multiple times.

Dear customer, I am reaching out regarding your recent complaint about our customization service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Senior Customer Representative at Intellect Institute Academy, 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 $311.95 to your original payment method 2. Added a $311.95 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-EA3E4EBF 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, Casey Hall Senior Customer Representative Intellect Institute Academy