Binance card missing refund

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So i rented a car in february and it was returned the 6th of march. Everything went well, the car rental company made a preauthaurisation of 1200$ and when the car was returned charged me 516$ out of that (i know it's not a refund technicaly but i will keep refering to it as refund)

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First problem when i dealt with pre autaurisation with my regular cards it takes few days for the money to be back on the account, in this case after few days i opened a tchat with the binance support service and they told me it will take at least 21 days. Quite an unpleaseant surprise but i thought ok not the end of the world.

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Sadly last friday i discovered that the 1200$ preauthaurisation went from "paid" to "completed" on binance and i even received a 2% cashback on the entire 1200$ so i opened a case with the support service i provide a copy of the car rental contral, plus the bill of 516$, the same day i also went to the car rental company spooke to the manager, and she gave me a copy of both merchant receipt the 1200$ preautorisation and the 516$ charged. I provide both to the support service also. The reply was it will take us 5 days to investigate and for our money to be refunded.

7 days later, i received this reply from the tchat "specialist" :

"Update- "I have checked and there is no record of the refund, the sender would need to trace this

They would need to provide the ARN number which would confirm the refund has been received on our side"

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So despite all the documents provided and the situation explained that it was a car rental and a preauthorisation, their so call "specialist team" call that a refund wich is not because the 1200$ never left the account, by extension their is no ARN number because thats not a refund. I pointed that to him, he never replied anything, so i have to open again a new case.

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I went again to the car rental company yesterday, and she got her accountant explained the processed on an email to me with again the supporting evidences of both step (picture attached).

Pretty straightforward process right ?

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I open a new tchat yesterday providing the case number, got transfer to a "specialist" again , the delay is supposed to be 12 to 24h, 36hrs later im still waiting.

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So to conclude: their so called specialist are clueless, they have no control whatesoever to whats going on and the provided proof in the tchat were completely ignored.

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When you are offering a debit card you should have a basic support service for it specificaly, which binance doesnt have.

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PS: i have been using the binance card before for regular payments, never had an issue. But considering the numerous complaints on binance card refund and missing money if one day you have an issue it will be painfull as hell to be solved

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PS2: english is not my native language so sorry for the mistakes