Complaint Refusal By Temu

Today I received a Temu home delivery in Birmingham, England, and two items were missing from my order: a cat seat cover and a mat for my boot. The money for these items has been taken from my bank, and I have provided evidence to customer support to show that they were not delivered. I spent a total of about three hours on two separate live chats with Temu customer support, starting at around 11:30. In both chats, I clearly explained that the two items were missing, uploaded proof, and stated that I would be happy with a straightforward solution. I first asked for the missing items to be resent, and then said I would accept a refund to my Temu account as the quickest option. Despite this, both advisors refused to let me make a formal complaint under the Customer Rights Act, and they did not provide any effective resolution. One advisor stayed connected to the chat for around two and a half hours without progressing the case and only left the chat after I pointed this out; I have screenshots of this interaction. The only reference I was given was support ticket ID 1778498423210193. I request that Temu acknowledge my attempt to raise a formal complaint, properly investigate this issue, and process a refund for the two missing items to my Temu account as soon as possible. I would also like an explanation as to why my request to make a formal complaint was refused twice, despite me providing clear evidence and a simple proposed solution.