How to get money back from LG Electronics

Hey all

I need advice here, LG couldn’t install a washer since they said they can’t install it on top of another dryer that is not their own brand. They took the item back and I requested for a return and refund.

It’s been over 6 weeks and five calls with their customer support team and each time they tell me that they don’t have return authorization request submitted even though each time on the call they said I will receive a confirmation within 48 hours.

I’ve reported them to the BBB and also now specifically asked for the employee number and return authorization number so they have no excuses anymore. They’re still refusing to give me one and said they’ll send it over email. This is what they say every single time on the phone and I never get one

I feel like I’m going crazy here but it’s literal theft. I never received the washer and they’ve charged me. Anything else I can do if I need to escalate this further?

Thank you

Edit: now they’re saying the item was delivered but it never was