Bonitas down the tubes

Bonitas over debited my account and I was told that this would be rectified with a refund immediately. So, I was patient. Nothing. On the 10th of February I phone and they tell me that it will be done in 3-5 working days. On the 14th I follow up and I'm told that it's been loaded on the system for the 14th. I'm also told that I must keep in mind that the magnetic strip does not run on a weekend. So on Monday, the 17th I phone again. First I'm told that the matter is now being escalated and they will come back to me. I phone again and now I'm told that it will take 3-5 working days AGAIN. I insist to speak to a manager, they refuse and transfer me to client services. This guy apologises profusely and admits that nothing was done since the 10th. Still I'm not allowed to speak to management. He insists that it will now take 3-5 working days again. I have performed on their FACEBOOK page, I sent around a 80 e-mails and still I'm refused any contact with a manager, nobody had phoned or e-mailed me. How difficult is this? Where have you ever heard of a company that refuse to allow you contact management?