refund / deposit release

We are having challenges with this company when it comes to refund/deposit release and it seems they are doing it on purpose.... why is it so hard to refund their customers. we have been waiting for a refund for some time now and its true that they do not answer calls in their so called refund/deposit release department.... they take your details and promises to get someone to get back to you but NEVER.... this is just HORRIBLE in 2020