Incompetence

I requested a refund on 30 March 2020 and until today I'm still getting the same response "refund has been processed and will reflect in your account in 24-48 hours". I spoke to team leaders who remain ***********. No one has the decency to call me. I remain disappointed. There is clearly no process to follow, I have all the names of people i spoke to and i have sent a complaint on *** but still no help.