Poor Customer Service

I work at a certain insurance industry. I have been trying to reverse a payment made in error over to liberty for a new business client. I have since last week Friday put through from one person to another, non of which can tell me how far this re-imbur*****t is. I have provided all relevant documents. I need a competent person to contact me and assist as all I require is some feedback for my client. This is unacceptable.