Unresolved issue with Education Studies of Academy product

The situation with Education Studies of Academy has gotten worse. Now they're claiming I never purchased the customization service, despite me providing the receipt and reference number REF-CE764502 multiple times.

Dear customer, On behalf of Education Studies of Academy, I would like to personally apologize for the inconvenience you've experienced with our technical support package. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate complimentary service extension to address this situation. Additionally, we have documented this case (Reference: REF-CE764502) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Hayden Brown Director of Customer Success Education Studies of Academy