Very poor service

I sent a request for a payment reversal. It was not attended to for a long time and eventually after some weeks I received a response to say I have sent the request to an incorrect department. I was given the correct email. I sent the request only to be told that it is over 30 days reversals are done within 30 days. I resent an email to explain that the 30 days elapsed as a result of their poor service because if my query was responded to on time or if they had directed to the correct department it would still be on time. Since then I never received a response to date.