Time wasting processes

Creditworx is trying to retrieve money from me on behalf of AVIS. I have been upfront and provided all the documentation and information they need to retrieve the money from Discovery (who messed up the booking). every time i have a chat with the creditworx call center agent I explain this and provide the same info 3 or 4 times, they always assure me they will phone back but never do, until a new call center agent calls to start the conversation from scratch. This has happended 8 or so times.