Intec questionable business ethics

Absolute disregard for customers that they Owe money to. Promised by email to have my refund in 90 days. Submitted all relevant documentation. Then the lady Natasha goes on leave not completing the refund and no one in the whole of intec can give me answers on the refund or when it will be processed or when Natasha will be back from leave. So it's a delay tectic to earn interest on MY money. If you are so willing to take money not due to you. What does one call such an act? Who is in charge of this company? No one answers to anyone?