Lack of professionalism and sla for deposit has passed

My partner hired a car on the 2cnd of April 2021 and 10th of April 2021, both dates of refund turn around time has passed, we've been calling with no assistance, everyone we spoke to shows no interest, emails and have been sent with no response. Communicated with our bank and there's no refund reflecting, why is it so hard to get refunded with our own money?? We are tired of the run arounds and want our money!! We always told someone will get back to but no has. Was told our money will reflect within 24 hours a week back, nothing is reflecting. Received an email that my request has been completed while it wasn't.