Refund

I have made arrangement with them to deduct on my account but they dedicated 4 times and I call them and send them email and they told me to send them my bank statement and my ID copy I did that then they told me that they will refund me it's been 2 to 3 weeks now I haven't received my refund when I called them they always told me the person who assist me she is on lunch or she is on meeting she will get back to me even today am still waiting please I need help