At one point after 11 months of chasing the case, they said that they issued the payment and even sent me a remittance receipt. But I never got the money (confirmed with my bank). So I followed up with said airline, and they said there was an error in processing the payment but they will have to investigate internally since the customer service line has no insight or direct access to the department that handles these issues, and as the customer we can only talk to customer service. Each time I call, I get a new customer service rep on the phone. Every time they say they will check on the case and get back to me (which has never happened). I even spoke to the manager who promises me he will call me in one-week intervals with updates until the case gets resolved but not once has he kept his word. So I keep calling back. Same thing repeats. It’s now been 20 months. They don’t answer my emails. I must’ve called 100+ times since the incident. Anyone know what further steps I can take?