Poor Service. No Refund and terrible phone assistance

I'm trying to get my refund paid to me since Aug 2018. I do follow ups weekly and no response. Made numerous calls and always gets cut off and re-directed all over but still could not speak to the correct agent. Eventually I received a positive response in July but my refund has till not be done and in my weekly follow up's I'm get notified it is loaded to a urgent payment file but don't know when that file will be release for payment. I'm so frustrated and irritated that I don't know where to escalated this for resolution.