Correspondence learning - Service complaint

It is now 10 months after my refund was agreed to yet no refund was provided. I am following-up just to hear I am on a critical list for the past 10 months, yet no refund has been made. It takes more than 3 e-mails to get a generic "your on a critical list" or "its with the refunds department" reply. I am no closer to resolving this than what I was 10 months ago.