bad service managers cant come to phone

i report for edgars due to their bad service i got reply back that account was sent to refund department which call centre said its not true and they cannot get hold of auckland park branch to find out why all those policies was added i was given reference number but they keep saying i should hold and then drop the call ,i have not got any joy and they keep saying they cant refund due to missing contract i dont understand why its my fault that contract have been misplaced and that the branch in auckland park is not answering ,its edgars fault that there is those policies again its edgars fault that my contract is missing ,what i need is my refund and am nt getting any joy,edgars are really gving me bad services and they are in breach of contract but they are doing nothing ,no customer services,my numberv *** i need this finalise as soon as possible and all my telephone costs that am paying will also be refunded ,