Credit card refund

The credit card division personel have got poor listening skills...working more like programmed robots than intelligent people. Due to their inability to attend to each case separately, they are holding my funds for no reason. What an inconvenience! You get moved from pillar to post and with each person you start narrating your story afresh...it's worse when staff can't access the reference query! Since when does it take 10-30 days to resolve a query! All supporting documents supp****!!!