Struggling to get my refund...

My move did not happen for a few reasons. I have asked for a refund, since I've paid the quote in full. 10 weeks later, they still have not done so and the consultant just continuously says they're busy with it. That is after I've been asked for the proof of payment which I've sent through and confirmed they received it. It is ABSURD for a refund to take this long. I've phoned this morning and was told their banking team would get right back to me. Still waiting....