No refund received after two and a half months.

How do you file a complaint against an escalation team? My account was used without authorization to make 58 purchases totaling $1,680. I filed a refund claim and the refund team concurred with the claim and "issued" me a refund for each and all transactions.
It has been almost two and a half months since then and I have not actually recieved the money back in my account! Customer support has escalated the claim multiple times and I still do not have any answers and there is no way to actually communicate with
these escalation teams! It is extremely frustrating and Customer Service representatives seem to have no actual authority to assist and get me the answers I am seeking. How do I actually talk to these escalation team members and get some answers?

:)