Manager should be fired

Absolutely fed- up. I've been trying to use my credit to re-book flights. However it have now been 6 days of not coming right and getting the run around of either a manager have to authorise it and will come back to me or the finance department have to authorise it. Once again- to no avail. I have been phoning daily- the manager is never available. So now I am in a difficult position, because they are sitting with my money (credit) and I am just nowhere 6 days later.....