Outdated company policy

On 12 Jan Fedex was supposed to collect a parcel for overnight delivery. 3 days later they still hadn't even collected, never mind delivered! So I phoned and cancelled and they said they'd process a refund. It's now more than 2 weeks later and I'm still waiting because they apparently can't do a refund unless I provide original hard copies of my bank statement. Wake up Fedex - this is 2016 - the age of the paperless environment!! No-one receives hard copies of anything anymore - everything is electronic. I've sent email copies of my bank statement and the proof of payment but that's not acceptable. Surely they can make a little bit of an effort here and check their own bank statement and compare? But no, it's easier to inconvience the customer yet again. I am now expected to take more time off work to go stand in a queue at a bank and I also have to pay for a printed bank statement because of their antiquated processes! I've already had to take time off to deliver my document that they never collected. Next time I'll use a courier who is more up to date with modern practices!!!