Trying to cancel my Account and get a refund

I am under debt review. i have paid off my Virgin Credit Card. And have paid more than i should have. I have called the call center a few times, asking for a refund and to close my account. i keep getting told that the money will be refunded in 3-5 working days. and then i must call back and close my account. the last time i was told 3-5 working days and the money will be refunded and the account closed. this has been going on for almost 2 months, i'm really tired of begging and sitting on the phone ( which i will be biolled for) for 20 + mins a time every time i call.