This is my third post about the wrong Remedy box. Can I get some help?

[suggrr]

My first post was about the great customer service I thought I got. She told me she'd refund me the $20 for the wrong Remedy box and give me 200 points. I got the points, but no refund. I've waited a week and there's no refund pending, let alone posted, to my credit card. I posted again about when I would see a refund. And just now I got off the phone with a CS representative who could not for the life of him understand what I was talking about. He was not only not aware of the Remedy box's existence, but he asked a few times what month I was talking about. I told him it wasn't the monthly Play box, told him the item number of the box I was supposed to receive, told him the date of the order, and told him the order number.

I finally told him that I was sorry we couldn't resolve the issue after he asked if my last name was Christensen. He must've entered my email address wrong and we wasted over ten minutes trying to fix something that should've been simple had he been looking at MY account. It worries me that it's that easy to get into someone else's account. It baffles me that what should be a simple transaction has taken over forty five minutes of my time and CS representatives' time. How much more time do I need to spend on this? Can someone please help me?!