ONE MONTH -Refund ticket (#1254709) - Ignored by customer Service

I submitted this refund request nearly a month ago after a contractor completely botched my project. That freelancer has since been permanently blocked from the platform due to repeated bad reviews — which is exactly why this refund process was initiated in the first place. Customer support (always Sophia, with gaps 10 days between replies) keeps sending the same copy-paste response saying you’re “monitoring the contractor’s account for future earnings” to issue the refund. Not sure if is a AI robot or an actual rep but, That makes zero sense — I keep repeating to her that the contractor is blocked from the platform for poor service. So not sure how there can be future earnings. More concerning is the fact that these contractors somehow have glowing 5-star reviews when you go to hire them, only to get banned after multiple users report poor performance. This suggests that negative reviews are being hidden, which is a seriously malicious practice — especially when users are entrusting real funds to get professional work done. We’re not here to gamble. I’ve already submitted all required documents, including the invoice and explanation. The freelancer agreed to the refund after my review, so at this point, PPH must take full responsibility. Either refund me from her account or from your own — that’s your internal decision. But I should not be paying for your poor vetting process. And lastly, please invest in actual customer service. It’s not normal that I have to post publicly just to get a basic issue addressed. Messages are ignored for days on end, and Sophia appears to be the only rep handling tickets — with no resolution in sight. Please fix this. I simply want to receive my refund and move on from this exhausting experience. Best regards,