Dell Refund Issue

7/30/2018: Requested Dell via chat to return my White/Gold XPS 9370 because of missing Fingerprint sensor. 

7/31/2018: Dell Approved the Return and I received UPS Return Label from Dell.

8/1/2018: Dropped off package at UPS. Drop Off Receipt shows package weight as 4.4 lbs. 

8/8/2018: UPS tracking shows Package delivered to Dell, Lebanon, TN.

8/14/2018, 8/20/2018, 8/23/2018 - Multiple emails sent to Dell requesting for refund update. No response.

8/24/2018: Called Dell. Rep told me they received empty box and that they won't be able to process refund. No explanation given on why I was not contacted on 8/8/2018 when UPS package was delivered. Dell refused to send proof that empty box was received. 

8/24/2018: Called up UPS and had to start claim with UPS about Damage to Package, since Dell refused to offer any help.

8/27/2018: Called UPS and they claimed to be working with Dell, but waiting for Dell to send them information regarding the investigation. Also, UPS refused to provide me any further information since the Shipper was Dell and not me.

8/28/2018: Called Dell to escalate issue and to respond to UPS. Also emailed Dell proof of UPS Package Drop off Receipt that shows the package weight to be 4.4 lbs when dropped off at UPS.

8/30/2018: Called Dell 3 times and on third attempt,  I was told Logistics / Receiving team approved the refund and I should receive it in 6-8 Business days.

9/5/2018 and 9/7/2018: Sent email to Dell request for status update. 

9/11/2018: Called Dell again for update. Rep told me Refund was not approved. No explanation given. Put on Hold when requested to talk to someone who could escalate issue. After putting the call on hold for about 20 minutes, they hang up.

9/11/2018: Called Dell again and requested to escalate my case. 

9/12/2018: Called Dell. Rep told me case was not escalated. I requested it to be escalated again. I was put on hold again.

9/12/2018: Called Dell one more time. Rep told me the refund was not processed due to a glitch in their IT System and that they will fix it within 10 days. Apparently 60 other refunds were affected due to this Technical glitch.

9/12/2018: Reported my case to the Dell Unresolved Site: https://www.dell.com/support/incidents-online/us/en/19/email/unresolved. Received confirmation that case was escalated.

9/13/2018: Called Dell again and Rep told me the case has been escalated and Dell is working with UPS. Was told Refund will be processed by end of day 9/14/2018.

9/14/2018: Called Dell and asked for an update. Was put on hold for 5 minutes and then they just hung up.

9/14/2018: Called Dell again and was told Finance Department reviewing the Refund request and no concrete time frame as to when the refund will be processed.

I have Proof of Package Weight that I weighed at the UPS Drop Off location. I also have Proof of confirmation from the UPS Location via Daily shipment logs that the package indeed was not empty when it left their location. 

I have been extremely patient and reasonable with Dell in trying to get my refund for a laptop that I dropped off on 8/1. But Dell has been refusing to be clear on the status and making up strange new theories every time I call for an update. I also tried calling UPS to pursue the claim from their end, but they refuse to provide me any information since the Shipper is Dell.

Prior to raising a fraud case against Dell and UPS with BBB and FTC, this is my last attempt at trying to get Dell to resolve this case and issue refund for my laptop.