No Refund for Proven Incorrect Order

After sending definitive proof (clear photographs) of an incorrect delivery, and multiple e-mails back and forth with the same agent for "more details", I still did not receive a refund code for my order. I then even received a "Request #***1: How would you rate the support you received?" email, to which I responded very clearly that I received NO SUPPORT at all. Even did the online survey for the query. However, I heard nothing. Now, when I click on the link, it says "This request is now closed". Really? I still have not had any solution or refund code! How can the request be closed? Unacceptable.