Refund

I have been sending countless emails to *** and all other email they provide for assistance for the past weeks and I have received 0 responses nothing. I have been reaching out to them regarding a refund that is due to me as two payments were made towards my loan and they suppose to refund me. When I reach out to their chat line they always tell me the same thing that they reached out or the relevant team with no update and since the past weeks I have been getting the same response but no feedback or update is sent to me. I called in and they said i must send an email but still no response and it’s been weeks their communication is poor no one reaches back to me at all and this is frustrating as I want my refund. I have sent them all proof and documents it no feedback