2.5 half months still awaiting my refund and no response even from management.

The service from Debt busters is absolutely applauding. I have been waiting for my refund for more than 2 months due to incompetence on their end. They submitted the documents to my creditor late and still debited me the full amount. I have spoken to my FC Ntombi since December 2023 and have been **** to that I would receive my refund, I was then advised that she has escalated my query to her Team Leader Rethabile, who I then sent emails to as well. I phone weekly and speak to numerous consultants who I have to explain the same story to and nothing gets done. Then the kicker I spoke to a Manager by the name of Hayley almost 3 weeks away Nd she assured me that she would get back to me and too date I have not received any feedback. They are completely unprofessional and their mission statement really doesn't suite the calibre of people that work there. I have my FC throw my financial situation back in my face saying that she doesn't under how that month being debited has caused me financial stress as I was managing before I went under debt counselling. I have my reasons why I opted for this solution, but she had the Gaul to suggest otherwise. The service and feedback you get from consultants I have spoken to so many so I cannot even remember or else I would mention then here as well. It is heartbreaking that I need to fight my money due to the fact that they delayed on their end. I think that I am going to write now to the ombudsman and complain about them as this could be happening to other people as well.