*********** service

I app**** for a refund on the 18th of January because I made a double payment to them, I called them they said I have a credit and I said I would like to be refunded. The lady I spoke to told me that I will receive it Monday 21st, so when I did not receive it I called Monday and another lady told me the refund was never processed and she would do it for me. I called Wednesday the 23rd another lady told me I have outstanding requirements proof of payment which I didn’t understand but none the less I sent the proof of payment then I stayed in the line to ensure that They receive the documents, she confirmed receipt and said she would escalate. I received an email stating it will 3-5 working days. I call each an every single day to follow up and the agents keep telling me that they need to process the refund it hasn’t been processed, I asked to speak to a manager on Friday an I spoke to Jacques who told me he would escalate and call me back within the hour, he never called me back. I emailed the proof of payment department they told they would make the payment Friday or Saturday the latest. Saturday no money, I email again am they tell me there’s something wrong with the account I need to resend, I resend and till today no feedback provided. When I call they put me on hold for more than a hour, today I feel hopeless and like I need to give up. I can’t I need the money so what do I do???