Bad service

I sent proof of payment to directaxis as they needed it to refund me what is due to me So I sent on the 20th , on the 27th I called and was told to resend because they didn't get the one on the 20th and I have all the proof that I did send proof of payment and it was sent successfully, so I keep calling them asking about my refund and they keep saying 5 to 10days ....today I called they said they waiting for authorisation That money was supposed to work from 31 Jan and my debit orders are bouncing back now and no one is willing It's really not fair on my side and am so tired as am the one doing follow ups