Account Fraud 2-3yrs

I discovered a DIRECTV Account had been opened under my name 2023. They allegedly sent a digital box and equipment which i never received and certainly never used. Your records show that. I called in last week and explained the issue and was promised a full refund. allegedly the case had been escalated to " the right unit" because of the amount, i havbe not heard back or received any information. I spent close to 2 hours jumping from representative to representative. I WANT MY HARD EARNED MONEY BACK. I see this has happened to other people here.