3 months later still no refund

I mistakenly purchased an adsl data on the 07/09/2015, i am on a mobile data and as soon as i found out i cant use it i called axxess accounts departments. they told me to send them my bank statement which i did, they never got to me. so i had to follow up they told me the the funds dont reflect on their accounts. someone then said i must send them the statement again, till today there is no response.