bad service

on the 26th of June I have requested a reversal payment and I had to fill the form and and the payment slip on the email [Email Removed] the money still have not paid, I have holding on the line for more than 20 minutes, today 06/07/2015 I have called which I have been through 4 departments eventually I was told to send the form again while I hold for more than 40 minutes, just too disappointed .