[mothered]

The funny thing is that they told me to use my label and after to send it to them to refund the shopping costs I paid by my own (and I did as they told... the even has the legit label and legit tracking).

And regarding last your message I specify: they suggested me that I on my own have to open an investigation with the carrier.

The problem is that in my last call the operator suggested that he was going to escalate the case.
But after I received a strange email, like they forwarded the previous email (saying that I will not be refunded) to me again.
So I do not know if the case is actually escalated or not.

What did your last conversation with them entail?