Incompetence!!!

I was dealing with a consultant name LLoyd regarding a Wonga loan account, After weeks of frustration he was able to assist me and he confirmed that there is a refund due to me from Landau and he also confirmed the amount as well but all of a sudden no one seems to know If/when the money was paid. I have called your offices numerous times and all I get told is to leave my name and ID number a consultant will call me back and provide feedback but all this has been in vain I am still waiting.....I was informed that LLoyd is no longer with the company so does this mean he took the information with him??? Can you guys urgently resolve this matter .