Poor service to get refunded

I am very disappointed in the service i'm currently experiencing just to get a refund from my account due to house & home proceeding to debit from my account after I have settled my account and I called even to confirm that they won't Debit and was reassured it won't happen! After requesting a refund now I needed to complete a vendor form as if i'm a supplier proceed proof of bank letter and a bank statement showing that the deduction went off and yet again proof that my account was settled which is fine I guess, after al this I waited 2 weeks before following up then was informed that my bank letter was outdated and furthermore I have to wait 21 Working days? I mean how does that even make sense to wait so long in the first place!!! I sent the new bank letter the same day as they then asked! I then followed up AGAIN a week later only to hear apparently they did NOT receive it!! I mean are you kidding me??!! How long do I have to wait now to get refunded?? Another 21 days or whats happening? They don't even have the courtesy to give me a time frame after I have asked! The service is just pathetic and so very disappointing, I was a excellent paying customer and getting this kind of service in return is just not right!! To date I am waiting for my refund and a respond to my email!! Where are the managers to get this resolved, it's really not that difficult just to pay me back unless you want to be classified as ******* which is how I'm feeling at the moment! Never been treated like this in my life!!