Customer Service... What customer service???

I am very disappointed in the lack of service I am receiving - In October I paid up my final outstanding account and I have been cleared from debt review - however an amount was paid over to my Jet account and now that account is in CREDIT - my debt counsellor contacted Consumer friend beginning of December and advised that the credit should be paid back to me, the supporting documentation was also sent through - the return e-mails constantly comes back = with the request for the documentation (which is attached - to all 4 e-mails sent!!!!) And as of yet no refund - But then upon the request that another account of mine must remain open I was advised that all accounts will be closed - yet they can not refund me what is owed to me.... More than 21 days ago the clearance certificate was sent to them - yet even though my accounts are on 0.00 they have not been closed as they advised will happen???? Can I get someone to contact me with the correct skill set to fix this as I am getting really adjugated with right now as you are either ignored - or the same e-mail gets sent even though an explanation was given, I even asked if there is more information they request but still ignored - This is unacceptable!! When a payment is missed they are quick to be on you yet when your name needs to be cleared and a refund done then they can take their time..... Lovely isn't it??