Emirates Customer Support - Disappointing!!!

Like everybody else, I am a fan of Emirates Airlines, until now…
So here is my story…
I had bought a ticket to Birmingham for 28-02-2014.
On 17-02-2014, I had called the Emirates Toll Free number in order to find the refund charges for the same ticket.
The first representative told me that the ticket is not refundable, however the second agent clearly told me it is refundable and only an amount of 400 – 500 dirham will be deducted for the same.
As instructed by the rep, I went ahead and did the refund online but when I called back to inquire, I was amazed to find out that the ticket is non-refundable and only the tax amount will be credited to my account!
To top it off, all the seats were booked for the 28th to Birmingham.
I called the toll free number again and lodged a complaint (in order to retrieve the call and for further investigation) & a request to reverse the cancellation but all were in vain.
Due to this I had to buy another ticket from another airlines (since I did not get any response from Emirates) which cost me another 3000 dirham (approximately).

I have been travelling via Emirates from a long time and my most preferred airline is Emirates. But sadly this has taken a different turn.

I have once again submitted a complaint to Emirates on the 19th & 23rd but got a generic answer from them.
So here I am sharing my first bitter experience with Emirates Airlines, with you all…

“Dear Ms.SC,

Ticket No : 2178478839
Refund Request No : 362397

Thank you for choosing Emirates

We are pleased to advise that your refund request has been processed by Emirates.

The total refund amount due to you is AED585.00.

With reference to your refund request, kindly note there is only tax refund due on the ticket as the ticket was issued against a Non-refundable fare.
Please collect your cash refunds from our cashiering counters at Dnata Travel Centre on Sheik Zayed Road and Emirates Technology Centre near Deira Clock Tower
Office Timings: Saturday - Thursday 0900 - 1700 hrs.

If your original method of payment was credit/debit card or you are being refunded by bank transfer based on the details you provided at the time of your refund request, the refund amount has been communicated to your bank or credit card company, who will credit your account in due course.

Please note that your bank or credit card company may need additional time to show the credit on your account.

Alternatively, if you have opted for a cash refund, please contact the Emirates local office after 5 working days to seek guidance for collection of your refund. Proof of identification (passport, drivers licence etc). would be required at the time of refund collection.

Should you need further information or assistance with regards to this specific refund, please contact us and a team member will be pleased to assist you.

Should you wish to contact Emirates about any other matter that is not related to your refund, please visit http://www.emirates.com/English/help/help.aspx to view our Help section where you can view your local Emirates office contact details or complete a Help request form.

Best Regards,
Emirates”

Now how do I escalate this further? I need to recover the 3000 dirham. The cancellation was instructed by Emirates rep!
Can anyone assist?

SC