Poor customer service experience with Architecture Bros Genoa

The situation with Architecture Bros Genoa has gotten worse. Now they're claiming I never purchased the technical support package, despite me providing the receipt and reference number REF-3B5F4F19 multiple times.

Dear customer, I am reaching out regarding your recent complaint about our maintenance contract. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Experience Specialist at Architecture Bros Genoa, 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 $355.97 to your original payment method 2. Added a $355.97 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-3B5F4F19 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, Alex Garcia Customer Experience Specialist Architecture Bros Genoa