Failed Promise

After having logged a complaint about banking charges I received a call from one of your employees from MBD to discuss my charges that I had incurred having been dealing with your company. What was agreed on the call was I would be compensated and refunded my banking charges for a full year. I then advised the consultant that I would need to time to collect and go through my emails of which I eventually did since then I have had no acknowledgement of my email and no response since then. I would like to get an update of my of my query lodged?