lack of professionalism

Very unprofessional, been back and forth for two weeks regarding a refund. when i want to talk to management i am told all of them are in a meeting at the same time, today i was told they are all on lunch. After assuring me that i will not be double debited after accepting a settlement offer they could keep to their work and now they are very unwilling to assist me with my refund. I find it rude that their consultants uses that im not their only client as an excuse.