Refund Request Nightmare

I flew from SA to UK on 20 October 2017, returning 24 October 2017. Being 6ft 3, I always request an exit row seat, and I am happy to pay extra for it. On the SA to UK flight, I was able to purchase and exit row seat on-line, but there were non available for the return leg from UK to SA. I contact BA Executive Club, to find out the costs of an upgrade, and whether I could use my miles for this. I was told neither option was available. The consultant I spoke to then told me that given the configuration of the plane row 50 would have extra legroom, and for a cost of +-R600, they could book me a seat in that row. I went ahead and they processed my payment. On boarding the plane I found their was no extra legroom, and in fact it was one of the worst seat on the plane, in terms of space. I raised it with the staff. They apologised and said I could request a refund on my return to SA. I have called on 3 occasions, been on hold for more than 20min on each occasion. Have had long discussions with the consultants, each time giving tem all the necessary details. Each time I am told they will investigate and revert, To date, I have heard nothing.

I recently also paid for an exit row seat on a domestic flight, only to be given a seat one row behind the exit row.

I have no problem paying for the legroom, but the process must work and the customer service, well its shocking