Pathetic service

I had to receive a refund and was emailed on the 5th March 2021 confirming this for the past few years issues and to date I haven't received any refund. The customer service of the finrite agents customer service stinks and I called more than three times today, I got put on hold so many times. Got told they don't know the complaints departments number and the person I am dealing with. No empathy added at all. I don't evens know how the person can be employed by Finrite. Pathetic service.