Refund still not processed, refund team are completely ***********!

I have requested a refund from Buffalo as my payment went off twice. I have had the worst communication from them. The form that was sent to me had an old email address, then when i requested the new one that person never responded, i have tried calling them several times they don't know what the refund procedure is. I have escalated the issue to finance, I send them all the docs they need then they said i must resend it when i already sent it. My refund claim has been goin on for 3 months now!!! terrible service, no accountability, Shein needs to use another supplier!