Swiss International Air Lines review: Claim not addressed

I submitted the below back on April and got no response :
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Input source: airemClaim Id: 3d1cab74-fd57-4a8b-93c1-6154b10b8442
Customer salutation: Ms.
Customer first name: Aikaterini
Customer last name: Liana
Customer email: [protected]@gmail.com
Customer street: 1415 Eldridge Parkway
Customer second line: Apt 234
Customer zip: 77077
Customer city: Houston
Customer country: UNITED STATES
Customer state: Texas (TX)
Customer address type: Home address
Customer language: EN

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Flight carrier: LX

Flight number: 1850

Flight date: 2022-12-03

PNR: LR1MTE

Message: I had paid to upgrade my flight from economy to business (200 USD) through the travel agency i used to book my ticket from the USA to Greece. They tried to contact SWISS AIR to get a refund as when i arrived in Zurich i could not go to a service desk to get a seat in Business and confirm my upgrade as my flight was called for boarding and i had to cross all throughout the airport to reach the gate so i wouldn't miss my flight. Since i did not travel business on this flight i would like a refund for the upgrade i paid.

Irregularity: booking

Submit time: 2023-04-19T09:44:05

I sent an email in July asking what is going on and still have not received a response:

Katerinaq Lianaq

Sat, Jul 22, 3:33 PM

to customerfeedback

It has been 3 months since I received this email and no update in what is going on!

What kind of customer service is this ?

On Fri, Apr 21, 2023 at 02:50 wrote:

Dear Ms. Liana

We are contacting you regarding your message, which has been registered under the reference 2304-LX-09065.

SWISS is committed to offering a high quality of service and your concern is therefore important to us. However, due to a high volume of requests, you may experience a delay in receiving a response. Your patience is greatly appreciated while we process your file. We will get back to you as soon as possible.

Yours sincerely,

Customer Feedback Services

Swiss International Air Lines Ltd

P. O. Box

8010 Zurich

Switzerland

SWISS.COM

Is this what you call customer service and support?