Bad service

I had two accounts with Lewis that were settled on the 15th of October. May account was still debited and I called in to log a call to request for a refund and was advised that the refunds would be processed. I have been calling everyday from Monday and each time I am told a different story, one consultant even said they can't pick up my request with the reference numbers that were given to me. I called in yesterday and was promised a call back, I called in again today and the line goes unanswered. Can someone call me urgently and provide clarity on what's going on.