You do need to go higher up the food chain than just whoever answers the phone first….ask fir department head if you don’t get a satisfactory answer ask for their boss and se d a follow up letter to who you talk to. A paper trail is needed.
Also as others have said charge back on your credit card. Something like that happened to us, did a charge back, cc said they couldn’t do a partial amount but charged back the whole amount. The person at the cc said that would get their attention and it did! We settled so after the charge back hit.
Good Luck
