Thrifty you do not resolve problems

I have been waiting for 2 months for a refund. I have sent the managers no less than 20 messages and I have phone a number of times without any success. There are charges on my account that I do not know about not understand. I will go to the head office to find answers now. This action I don’t understand as they gave me good over the counter service. I am at the end of my peril.