[mothered]

You were right about their response:

Thank you for writing to us. We contacted you so that we could better understand the activity on your account.

We cannot issue a refund for this order until we receive the correct item. If you have the item and would still like a refund, please return the item to us by 12 February 2022.

That's complete nonsense, and not relevant to what you requested - which Is an Integral part of evaluating the claim.

If you would like to appeal this decision, please reply to this email to reach an Account Specialist.

Do exactly that and be sure to ask them to confirm the questions as stated earlier.

They cannot reverse this decision or share more details on this matter.

More nonsense.

If they cannot be of help, why Is there an escalation team? They're obligated to review the claim In an Impartial and unbiased manner.