Refund declined after two weeks afte providing two POPs,

I am not happy , I made two manual payments on the 20th March and 21st March due to the holiday the first payment was not showing , I then paid again on the 21st , I submitted both POP and a details email with a request for one of the payments , my proof of bank account and ID copy , two weeks later I am doing a follow up , only to be told My request has been declined , what the hell , I cannot wait for this remaining 12 months of the lock it nonsense to come to an end I will be cancelling this stupid service , that is why you are losing customers , no sense of the right thing or treating customers fairly.