Refund from rewards not resolved

I have submitted the documents for withdrawal for membership of rewards on the 20h December 2021 and was informed it takes two weeks to process the refund. I sent an email again in January to find out when the payment is going to be made or if there are any missing documents. I got no reply. I've made calls and I would be put on hold with no answer and asked to dial 1 for a call back still nothing. today I called their call center at 7:45 and still no answer I doubt the call center works.