THEY SAY THE PROBLEM IS RESOLVED IT-NO IT IS NOT!

EMM report that my complaint is resolved meaning they have refunded us our money. But they have not, the refund is not in our bank account after we had submitted all the relevant documentation they needed in order to repay us. Now our EMM account reflects a balance which we need to pay for the months electricity which we will not pay until we are in receipt of the money owing to us. No one answers our numerous telephone calls or emails to contact us. <br> What has happened to the money they say they paid to us?<br> Very frustrating not being able to just speak to someone. The problem is now much worse because the credit balance we did have no longer exists nor do we have the cash! <br> I am gobsmacked - how does something like this happen?