agree with this. dont waste time. they are playing stalling tactics with you. you need to set deadlines for them to resolve your issue and prepare a timeline of events with all the necessary proof (receipts, screenshots of conversations, call logs etc) and send it to them. tell them if they are unable to resolve this issue within 14 days, you will escalate to kpdnhep and small claims court.

the longer you wait, the less chance you can resolve the issue favorably.