Service is always bad

I don't why this company always does this to it's customer your service guys it sucks big time, is it because you guys don't have competition that's why you will treat your customers like trap you promise to refund my money today it's Friday and still nothing I have send all the documents you requested from now it's all quite and your call center shem is useless they never able to assist with anything they all just tell the same thing a refund has been approved by the first approver waiting for a second approve since Tuesday wow your service is useless Ref ***8 I need to give someone this money as it is urgent please assist