Hidden fees discovered from Engineering Associates

It's now been 9 days since my initial complaint, and Engineering Associates still hasn't addressed the core issue. I've received generic responses that don't actually solve my problem with their customer support plan.

Dear customer, I am reaching out regarding your recent complaint about our premium account. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Advocacy Manager at Engineering Associates, 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 $203.90 to your original payment method 2. Added a $203.90 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-CDFE9FC7 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, Avery Young Customer Advocacy Manager Engineering Associates