worse customer service even though error was on their side

The worse on customer experience ever, not taking ownership for incompenent staff or delayed processes. refusing to give me the refund that is owed to me. spent over 2 hours trying to resolve , no manager to call me back. I am so upset , they aprently strive on customer exprerience what a load of BS , they have no values. I cannot fathom this , i am so upset.