*********** consultants delaying my refund

So far I've enjoyed a good relationship with this company, but now i cant stand it. My account was settled early December 2020, and the Debit order for that month was cancelled. Come January 2021 a get debit order on my account. I call to query this im told to submit a proof of payment, ID copy and proof of residence. On the 1st Feb 2021 at 8:35 I email all these to the ***. On the 5th Feb i call back, the consultant tells me my documents were processed on the 3rd Feb and my refund will be 5- 10 working days. I was told by the 17th of February my refund will be paid.

Today its the 16th and the consultant was so unprofessional tells me they didn't receive the ID and proof of resident but funny enough they were attached in one email, she claims they sent me an email and they called me.I received no email and no call, not even a voicemail. She's so *********** and says to me if they couldnt reach me they couldnt there's nothing they could do. Im like DAHH voicemail or call me back again. Ive followed the right process on my end i have called the call centre the entire day, I want my refund tomorrow as that will be 10 working days. Please improve the incompetence and ***** by the consultants. Pay back my money tomorrow