Reconciliation statement

Good Day

I don't know why its taking so long to get a reconciliation statement so I can know why I'm not being refunded. I was supposed to be refunded as I had 2 stop orders going off in 1 month last year. This has been resolved but I have haven't been refunded. I phone, I email and Im not recieving the correct statement. I do not want a monthly statement, I want a reconciliation statement please.

Regards