Complaint and refund back

Its bad because i have an account with them but they have this agency or people wearing black and white who want people to join they agency but they take people details without they knowledge and put u into a scheme that deducted money from your account which they did that to me fro the last 7 months through my ackerman's account i though i was paying my clothing account put that wasn't the case because all the money i was paying was going to them and i was behind with my account and ackerman's put my account through lawyers and i told ackerman's what happened they told me to call the agency which i did and they told me if i want a refund i must send them my personal documents to receive the money but i haven't received it since last week still waiting for it.