Shocking service, no recourse, no refunds

I have been struggling to get a refund from Bonitas. They keep requesting my banking details which I have submitted at least 9 times. The service numbers and emails don't do anything to resolve queries. They just recycle old emails they've already sent you. It's actually shocking that this has been taking place for over half a year now and my query is still not resolved. I was advised a month ago that the refund was processed and takes 3-5 days. Now they want banking details AGAIN! Query number 020724Q85VWM - monies owed front Nov 2023....