[mothered]

Just contacted them again and the rep told me there was no refund confirmed, the senior team would investigate the matter and send me an email.

In terms of the refund, It has been "confirmed" (but not generated/Issued as yet), hence there's nothing to Investigate.

Did you provide them with a copy of the conversation as per below?

''okay so we will be back with you when upper management issues a refund, probably tomorrow''
-''oh so ill get a refund and wont have to worry about the parcel anymore?''
''that is correct''