Frustrated with Expert Works's lack of response

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

Dear customer, I am reaching out regarding your recent complaint about our consultation service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Service Manager at Expert Works, 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 $404.40 to your original payment method 2. Added a $404.40 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-8E269C86 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, Linda Martinez Customer Service Manager Expert Works