I have a similar issue where I transferred money to their HSBC account for US628 which was not credited to my account. I have tried getting a reimbursement but they are not helping me at all. What can I do?

Hello. I have been an Italki student for over 5 years. Someone bought me a $200 gift card. Italki has not delivered the gift card. I messaged with an Italki rep who insisted that they had, and no amount of screenshots from my account or checking my Spam could convince them otherwise. Needless to say, they did not refund the sender. The sender and I have both reached out with no luck. I plan to treat this as fraud. Will add any updates.