Outsanding Refund

I have been waiting for avis to return my money since the 22 of October when I returned their car. its weeks and still no money. there is no contact number that works so all I can do is email and get the same response of being told to wait. i honestly don't understand why their process is taking so long. spoke to Abraham Lubisi who apologized profusely however my money has NOT been released. can I gets my refund back !!!