GEMS refund

I have been waiting for my refund since March 2018 I have submitted all documents and then told i will receive my refund. To date i have submitted documents at least 3 times. I have requested my refund at least 15 times and each and every time I have phoned they verify that i have indeed submitted the necessary documents but I have not received my refund! I have requested all the recordings for all the countless telephone calls I have made so that I can send them to the ombudsman as I am opening a case, But I have not got those either. Please help!!! I dont know what more I can do! I want the money owing to me.