Contributions refund

I have been waiting for my contributions refund since January 2019.I have made numerous calls about 10 calls already,requesting for the refund and have been told different stories everytime.Poor service with contributions department and the credit controller.I have waited for 14 days at different times in different months as promised by the credit controller but never received my refund.The credit controller would promise to call me but that wasn't done.Today I was told about a recon which I know nothing about.If my money went to the wrong account then why must I suffer,I don't work for Gems.I have been a member since 2008 and have never defaulted on my contributions monthly.I am very angry about such poor service.All I want from them is to get my refund back.