[bigpill]

The representative assured me a refund saying it will come in 5 business days or I could get a replacement

Do you have a record/transcript of the conversation?

We have determined that this claim cannot be processed at this time.

A very poor response - no elaboration whatsoever.

Get In touch and ask them to explain why the claim cannot be processed.

Claim wasn't processed apparently because FedEx thinks the signature was mine and was legit, and they denied the claim.
And no sadly I do not have the previous chats with the first agent I just know his name.