Refund and poor customer care

I have claimed an amount first paid to the specialized that had to be paid back to me on 2 March 2018. After several attempts to find out why I did not receive my refund, I was just brushed off to say payment will be done. On 19 March 2018 I phoned again, and at last I found somebody to assist. My claim was NEVER captured, so I was **** to the whole time!! I urgently need that money and I want the refund to be paid to me ASAP!!