Not refunding unauthorized deductions from bank account

Good day all I have logged a complaint / review on 05/07/2018. I was quickly contacted by Diann with excuses and apologies. She promised me I will get my refund end September 2018 and in the same breath asked me to change my experience with Moimooi as my complaint has now been "sorted". I advised Diann I will change my review as soon as I get my money back. Well.. With no surprise, I to date did not get my money. I have emailed a few times and every time with the same comment - "the outsource department" will do the refund.. Who is this outsource department who so conveniently get blamed for not paying customers their money back for ******* deductions made by Moimooi.... I hope I get my money before 2019 as my subscription had been cancelled December 2017. Maybe I should lay a complaint with the ombudsman and receive better service. Thank you