Unresolved driveless refund dispute and inconsistent communication on account adjustments

I am lodging a formal complaint regarding an unresolved driveless refund dispute and inconsistent explanations provided. I was informed that my March and April driveless refunds would be processed. I have since been advised that these payments will not be made, as earlier refunds (September and October) are now being treated as errors and used to offset the current amounts. The concern is that those earlier refunds were approved, communicated, and paid at the time as valid. I was never informed that they were provisional or subject to reversal months later. I also have written proof of the approvals and correspondence. The explanation has shifted over time: • Refunds were approved and paid • Later classified as errors • Now used to offset current claims This inconsistency has resulted in no clear resolution or accountability. I am requesting a clear written response addressing: • Why previously approved refunds are now considered errors • When this was identified • The policy basis allowing retrospective offsets or reversals • The reason my March and April refunds have been declined To date, this has not been satisfactorily clarified. I am requesting escalation to senior management for formal review and resolution