Refund Issues

I am receiving the worst service from ABI, my outlet number WA697243. I deposited funds into my ABI account last year but I can't place an order. Whenever I contact the rep she is always busy in meetings with empty promises that she will call back. I would like to know if this is the standard procedure that ABI now offers. This amount has been in the ABI account since last year and the ref has been telling me we will get a refund cheque. Today she tells us she wants proof of the deposit which is pathetic, why didn't she request it last year? When I login on the website the funds are there. Why are we treated like **********? We have proof of messages between us and the rep telling us we will get the refund. I would like to know when will this issue be resolved and will ABI be paying interest since last year? These are our funds not debt from ABI.