Why does old navy hate me

I placed an order online during black friday sales and my package was split into two shipments. One of the packages arrived, the other did not. I filed a claim with old navy and they denied it outright, no reason. I reached out to customer service and they said they cannot see the reason for the denial and I would have to dispute it with my bank. I disputed it with my bank and the claim was denied with information that Old Navy said the package arrived. So that's great.

Secondly, I returned one of the items from the package that I did recieve and almost a month later, the refund has still not been posted. I called old navy and my bank and they are both giving conflicting information.

Luckily my bank seems to care more about this than old navy does, but the customer service has been so awful. Over a month of bank and forth communication with no results. I don't want to shop there anymore which is such a shame because I recently rediscovered them for the first time since I was a teenager