Wiley Tracking Order Status

I've published four books with Wiley in the field of engineering. I was very pleased with their professionalism and the quality of their hard cover books. The books were in the 300 page range. Other than their royalties being on the low side I have no real complaints

Worst customer service I've experienced with any website / online service. Their ebooks are not delivered as pdf, but rather as a format that requires you to install a 3rd party software that has really bad reviews. To get a refund of a $12 ebook they have me back-and-forth between the "Customer Service" and the "Credit & Collections" department (i.e.: they don't talk between departments; instead, they expect their customers to do it on their behalf). Customer Service is so bad that it looks like it's done on purpose to have customers desist from trying to get a refund (I won't fall for that). I'm trying one email more and if that doesn't work I'll do a dispute/chargeback through my credit card company.