Poor services

On the 25/06/22 I overpaid my Ackermans account. I emailed and send all relevant document that was needed for the refund. I was told to wait 7 days for any response. I received an email on the 02/07/22 asking for all the documents that was emailed more than once. I phoned today at 8:20 to speak to the lady that deals with this refund. I was told that she needs to be emailed to contact me. What must I do next to get my money back as I am very disappointed in the service. All I want is my refund and to close this account after more than 15 years.