Poor internal controls for protecting customers

I am extremely frustrated and disappointed with the customer service I have received. I contacted the Mobicred team on July 25th to address a situation where I purchased an item but never received it. I requested a refund, yet nothing has been processed. The representative kept insisting that I needed to provide proof, despite my previous submission of a complaint letter from the Consumer Goods and Services Ombud, which clearly indicates their failure to recover my money.

Today, I received an email from Mobicred asking for proof of my struggle to get my money back, but they failed to specify what kind of proof they required. Meanwhile, my requests to Homzy for assistance are being ignored. Is this the level of service you promise your customers? This ongoing issue has compelled me to consider closing my account and moving to another credit facility, as I am not willing to continue working with a company that appears to employ unskilled personnel.