[Datswansguy]

That's why I asked for clarification - to establish your account's standing.

While I don’t think this particular incident is related to the returns anymore, I looked back over the accounts history and there are a few more returns before the previous 6 months. However, I didn’t think that legitimate activity over 8 months ago would impact the current situation.

That's the point of the escalation - to review your claim and find a resolution. The question Is, why are they refusing to escalate It?

If you cannot escalate It, why does the account specialist team exist? "Demand" It.  As a customer/consumer, you're well within your rights to request your claim be reviewed by a higher level.

Tell them to email you a copy of their findings that fully supports everything as stated.

Should I wait to see their evidence before I make the push for an escalation? Or push anyways, while they retrieve it?

Irrespective of what their policy states, the product does not belong to them, so It must be returned to the rightful owner - yourself.

I think they’ve probably thrown it away at this point. Would they have the capacity to retrieve it after days(+)? & would this help with the claim?