Refund of holding fee

On Nov fifth I tried to sign up for the free trial using both of these email addresses but I got an error message. Unknown to me I was charged the $30 holding fee both these times. I know it said I should get the refund of this with 3-5 business days but I still have not received same. I spoke to another agent to confirm this also on the same day. I even have the chat transcript INT-prdintservice02east-1699210616653-14558

And I've reached out multiple times since then, its over a month now. I'm ready to take this up further at this point