Refunds are a big PROBLEM

The service is terrible, I purchased a return tickets early hours on the 22/03/2023. I had to cancel the tickets on that same day afternoon, they sent me a refund form and that was submitted will all the supporting documents. Till this day I have not received any refund and I call the customer care every week since they promise to do a refund or contact me back. I wish to know who can I speak to besides the agents at customer care because they are not doing anything about this and it’s so frustrating to run from pillar to post and no one will assist. The lady who assists me will tell me expect a call from her confirming the payment and she have never called me back until I call her all the time. At this moment I am getting emails from a different person who will ask all the questions that I have answered with Leesa so this is so annoying.