Bad service

Poor customer service.Been given the run around since 1 March regarding a refund after countless promises that a refund will be given. Month end March I am informed that the money is transferred to a 3rd party of whom i have no agreement with. They had all the required documents to process the payment but chose to transfer to 3rd party without informing me and instead sent me from pillar to post.As I write this I am on hold for over 20minutes now with no answers.