Dissatisfied customer

I app**** for a refund on the 19th of December. On the 5th of January I did a follow up of which I was attended to they even asked me to send an alternative bank account besides the one I sent. I’ve been doing consistent follow ups every now and then via email but I no longer get any response. I complained about it on Facebook and was told to send a DM with my details of which I did including my reference number but I have not been attended to as yet.