Pathetic Service!!! Actually a lack thereof...

I logged a return for my Corsair Virtuoso headset on the 6th Feb for a known issue with the microphone (it mutes and unmutes by itself). I received a notification on the 8th saying that it had been declined and I should refer to the email that was sent which I never received. I contacted your call center yesterday and spoke to Zulpha who advised the email wasn't sent to me and it was declined due to wear and tear after the warehouse evaluated it. If you had read the reason for the return you would've clearly seen WHY it was returned. Zulpha said she would escalate it to the returns department and I would receive a call (didn't happen). I called in earlier AGAIN to find out whats happening as I have still not received the said email, I have not received feedback as to where my headset is or what happens from here. The moment I asked for a supervisor the line conveniently goes quiet, Azukile sent an email saying it would be escalated again but I just don't believe that, I want feedback NOW not within 24 - 48 hours.