how to reach escalation team

My laptop experienced a hardware issue almost three months ago, I sent it to be looked at, I was told it was unfixable, I was told I would be getting a replacement, the replacement order was then cancelled and I was told I would be getting a refund instead. That was over a month ago now and I have been given no information. I have called and emailed almost 6 times each and no one has been able to give me any information. I've been transferred from team to team with no team really trying to help beyond 'looking at my case' and then transferring me to a new team.
This is ridiculous, I just want a refund so I can buy a new laptop.

How can I reach the escalation team to get this refund sorted?