I WANT MY MONEY!!!

Wednesday Essops informed me that my refund would be processed by the end of the week. I supp**** my banking details and was told it would be sent to the refunds department. Since then I have been trying to follow up wrt to my refund but you cant hear when you call in and no one answers the emails. Friday i received a response for the purchase of a new product. We were told that there were no new products so how is this possible now. At no time did i say i want to buy anything further I have always stated that i want a refund. We have lost faith in brand and product and i just want my money back (R12000). I want this processed immediately and confirmation once done.