My Refund! I want it ... It's been YEARS! And am still waiting!

A number of years ago I used to be a client of British American Tobacco (B.A.T) ... the company used to supply me with cigarettes for my shop. Unfortunately, in 2012 I had to close down the business after an armed ******* that sadly claimed 2 casualties. As I was trading on a Cash-with-order basis, I used to pay in advance, usually, over-and-above my order. Therefore, I would always have a credit, which would come in handy in periods when business was not so good. When I advised BAT about my situation and enquired on a way forward, I was advised that I can either; 1) keep my account open and use the credit later for stock when I get back in business, or 2) close the account and the company will then pay me the credit amount on my account as a refund. Since, I wasn't sure if I was going to re-open the business on a later time, rent it out or sell it, I decided to keep the account open. Months later I had decided against re-opening the business. I then advised BAT and requested my refund. The conversation went smooth and I filled the relevant paperwork and was advised my refund will be in my account within 14 days. This was back in 2013, months past, and years has also passed, and after numerous calls I am still waiting. Every now and then when I follow up I am giving an apology but still sent from pillar to post, either someone will get back to me or he/she is waiting for someone to finalize the transaction, then my refund is being processed... Sometimes I would just give up, then at times (when days are dark) i remember that I am owed, then start the process all over again but ends up fruitless eventually... up until today, I am still WAITING!