BAD SERVICE

I have the worst service with GEMS i consulted they could not pay the DR i called on the 22/10/2024 *** i was promised that i will get my refund on the 02/11/2024 than i called to day 04/11/2024( ***) I have been told that my email was STUCK on GEMS inbox it was never sent to the relevant department for further processing why because according to GEMS automictic respond the email will be attended with within 72 hours??????????????????????????????????? I need money please