Incorrect Charges for Variable Closing Fee - Looping in the System, No Refund!

Hi, has anyone had similar? We have a gift wrap that is in the correct (home) category, but in Nov '23 it started incurring an additional variable closing fee of 50p per item. It turns out it was also in the BOOK category, this was not done by us and we were unable to see it through our seller account. Presumably this happened because it has the word "MAP" in the description. Eventually the error was rectified and we are now being charged just once, and correctly. Understandably, we would like to be reimbursed for the 1200+ units that we were charged double for. We've been going round and round in the system since December; at one point we thought we'd reached some sort of agreement that the refund would be made, but now we're back at square one, receiving template responses. We are begging associates to read the whole sorry story, rather than just the last one or two messages. We need a dedicated specialist to talk to, but we're being told that's not possible.

If a rep can help, the Case ID 10846143972 is the current one - BUT the original Case ID 10609189562 was 'accidentally' closed down by an Associate in February, so we effectively had to start again!