Ford refuses to pay back my money

My car has been fully paid for two months and I have credit to my account. I have managed to successfully close my account but Ford refuses to pay back thecrefit in my account. Every week I phone the call centre, am kept waiting on hold only to be told the money willbe paid within a day. But the money never arrives. I have not received my car papers either! Ford is quick to take my money but when it comes to paying their dues and providing the service we pay for they are nowhere to be seen!