Lack Urgency and Customer Service

I have had the worst experience ever. I have been trying to resolve something with them and its like they just disregard you, I get no response from them and they resolve tickets that is not resolved at all. Debit order went off, yet when I send a paid up letter from the bank, I am not getting my refund and all the consultant keeps telling me is "Thank you for your email I will look into it and revert back to you". I laid a complaint and got a response saying matter was resolved when nothing was resolved because I haven't been refunded and no one can tell me when I can expect a refund. They lack empathy, urgency and customer service, when I send an email I don't even get an acknowledgement email, I have sold my vehicle by getting a settlement letter from the bank, yet they advised me that they will get a settlement letter but to date haven't received anything and the deal eventually went through. Received extremely slow and poor service!!!!

I have referred the matter to the NRC for further investigation and intervention.