Communication sucks and turn around for getting back to customers is non-existent

I was supposed to receive a refund the letter said it takes 10 day for refunds to be processed - it's been more than 10 days and still no refund was received. I tried calling - the phone rings but then the phone switches off. I sent 3 different emails - got no response from anyone (their communication actually sucks). I sent Whatsapp's - no response. I even filled out a "contact me" form and still have no received any call back. For the refund to be processed I needed to submit a 3 month back statement, bank letter as well as a signed document - which I did and now radio silence.