No-one seems to know what is going on

I have been going backwards and forward with this savings refund request for over a month now. This is a copy of the online chat that I had today. Utterly disgraceful!

11:23:42 • Good day, how can i be of assistance ? 11:24:31 • 030619/KXTKJQ - Hi, can you please tell me what is happening with this refund? No-one is getting back to me. Regards, Lisa Pringle. 11:25:50 • Hello? 11:26:13 • Please note the ref number provided is invalid 11:26:42 • Alright. My ID No. is ************* and it is regarding a savings refund. 11:28:47 • 030619C2PTTY - try this query number 11:30:15 • Are you there? 11:30:26 • Thank you please note the request for the savings refund is still in processing and has been assigned to an agent who is busy with this 11:30:48 • How long does it usually take to get a refund? 11:32:23 • Hello? 11:33:44 • Are you still there? 11:33:55 • 11:31:31 • The turn around time is 7-10 working days 11:34:27 • Please tell me what the hold-up is with my refund then? It has been over a month since I requested it. 11:35:51 • May I please have the email address of your Principal Officer? 11:36:06 • The Finance department is currently still busy with this, I cannot confirm what he hold up was in the refund, I do apologize for the inconvenience caused 11:36:33 • Please give me the email address of your Principal Officer. 11:45:27 • Please note should there be no reply, your chat will be subsequently closed. 11:49:53 • I am still here 11:51:25 • May I offer you a reference number for our chat? 11:52:33 • I would like the email address of the principal officer of Bonitas. Are you not able to provide it to me? 11:53:01 • Unfortunately I will not be able to provide you with the email address of the principal officer 11:56:02 • Ok. Going to Hello Peter now. Please give me a ref no for this chat. 11:56:36 • Your reference number for this chat is 050619QGBL2H.Thank you for chatting to us. Have a lovely day further. 11:56:52 • Thank you very much and have a good day too.

No one at any of the telephone numbers that the call centre or Bonitas head office provides can assist me. I keep getting referred back to the call centre. Very, very frustrating.