Hotel ex - press

I have had a nightmare of an experience. Jennifer called me to offer me a 2year membership. As soon as the payment went through,that was the last I heard from Jennifer. I started calling to find out about the emails and vouchers I was promised but all of a sudden could never get to speak to Jennifer. I left numerous messages and even requested to speak to someone senior but no one ever got back to me.I then started calling head office and spoke to Pamela. By this time I was no longer interested in having this membership. Pamela discovered that my payment was allocated to someone else.Not offering to rectify anything,I requested a refund. An even bigger nightmare. After a month of emails and documentation as per Pamela's request,I called on January 4th only to be told there is a 12week refund period.Can they not understand that I should not be subjected to their policies due to the fact that this whole mess was caused by their incompetence. I need my money and they are dragging their feet in refunding me my money.I just received an email from Pamela requesting a copy of my bank statement again that I mailed to her 2weeks ago.Another attempt to keep my money longer as she explained only once this is received and handed to the refund department does the 12week countdown starts.Please can someone from senior management look into this matter and get back to me urgently.