Appalling customer service when have to refund.

Appalling customer service, I submitted my refund request and docs required on Sept 3rd, they said they would pay the refund back in 30 days max. It's the 14th of Oct and I still don't have my money back. they are ignoring my emails and when you call, they tell you the refund department doesn't take calls so you must email them, same people who do not respond