Refund refused by Horizon Skills

After speaking with Hayden Taylor from the Resolution Center at Horizon Skills, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear customer, On behalf of Horizon Skills, I would like to personally apologize for the inconvenience you've experienced with our repair service. 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 full refund to address this situation. Additionally, we have documented this case (Reference: REF-27388729) 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, Sarah Martinez Director of Customer Success Horizon Skills