Worst Customer Service via Chat Support

On 24 December, I was advised that my chargeback dispute would have a turnaround time of 7 business days. When I followed up on 12 January, I was then told the turnaround time had changed to 45 business days. Despite this, I had still received no confirmation of receipt of my case, only a reference number. During this follow-up, I asked the agent, L., for the name of the agent handling my case. I was taken in circles and refused this information. I then asked A. for the agent’s name, and when this was again refused, I requested that the matter be escalated to a supervisor and that a reference number be logged so that the supervisor could contact me. A. provided a reference number. Instead of hearing from the chargeback department or a supervisor, I later received an email from someone named A. It appeared to come from the voice/call-centre team rather than the chargeback department. I responded to the email. No manager ever contacted me regarding that escalation. On 23 January, I went back to chat and immediately asked to speak to a manager, again providing my reference number. The agent, K., told me that an email had been sent to the chargeback department and that they do not communicate directly with clients. When I asked why this had never been explained to me before, he rep****, “It would not have made any difference,” which I found dismissive and unprofessional. On 26 January, I again went onto chat and was speaking to an agent when, at around 18:20, the chat session suddenly ended while I was still active on the banking app. When I tried to log back in, I was informed that the chat service was closed for the day. I am not accusing anyone of doing this deliberately, but the timing was concerning and added to my frustration. The reason I am insisting on speaking directly with the chargeback department is that the merchant has now contacted me stating they will process a partial refund, which I do not accept. I need clarity on whether the bank has already communicated with the merchant and how this impacts my chargeback case, as I do not want this to compromise my dispute. At this point I am exhausted by being passed around, receiving conflicting information, dealing with agents who display poor attitudes, and getting no proper feedback. This ongoing lack of transparency, accountability, and failure to follow up is unacceptable. I have the full names of all agents mentioned. Mind you even that reference number I had to beg them to log it. That reference number is no longer showing on chats... Wow!!