Poor Service and no response

Received a call from Vaughn who is working from home. Doesn't know who the Head of Client Service is nor who the CEO is?????? Scary he still works in the company. He can only capture and escalate which will take 10 days for my refund due after having not auctioned my request sent on the 21st May??? Why must I be further inconvenienced. Ask to speak to his Manager and told he will send her an email to contact me. Can't say when she will contact and can't copy me on the mail to show he sent it as it is against company policy. What company policy does not allow you to do that???? You have messed up and are messing up some more. Maybe easier to go directly to Jaques?? I can get his email very easily compared to getting someone from DirectAxis is seems. Please let me know if that is the root I should follow

And so the poor service continues. Still waiting for a Manager to call me from Tuesday. 4 days to book a refund and then I still have to wait a further 3-5 days. Support team was requested to engage with me on the 01st and to date have not. Will be happy once I close my accounts and have nothing further to do with them.

Still waiting.................................