Shocking Service!!!!!!!!!!!!!!

I have spoken to 2 consultants ( 2 different occassions) for a refund and 2 weeks later still waiting for this to be done!!!!!!!!! Both times I was assured my banking account would be credited, however to date NOTHING!!!!!!!!!!!! How does one get a simple refund to be done without it becoming so labour intensive. Can someone who is capable of doing this please contact me!!!!!!!