Had a dispute with a seller

Hi all,

I had an item that I bought on Depop and when I received it the item was not matching the picture. I opened a dispute with Depop on the app and was waiting forever to hear back - of course I check my spam today and see that they had emailed me.

Today marks the 30 days (of course lol) so they closed the case. I tried emailing them but I haven’t gotten a response and I’m unable to open a new case on this item since it’s been over 30 days.

Anyone have advice? I cannot use the item I received. Should I open a dispute with my bank? I have a pretty well-followed Depop account and do not want to lose my account