Poor service

So again I spoken to another lady regarding my query yesterday 06/05/2022 Zahiera think her name was, called me and advised me that the finance department left the office already and they can only assist me on Monday. But my query was submitted on the 26th of April and was approved as per the consultant and they were suppose to refund me on the 6th of May, to my surprise I was told that because they never ask me for my bank details, the query was rejected which was not my fault as I am not the one who work at mondo. So this Zahiera called me yesterday 6 May at about past 11 and advised that she needs to speak to her team to try and sort my query out and will call me in an hours time. She never called me back and the send me a message after 3 hours telling me that the finance department is not available and they will only be available on Monday. Now this incompetence of the consultants is what makes me sick. 2 weeks already and still they come with tricks, not sure if they don't want to refund me or not. Since I am not getting and help from this page I will have to go to the ombudsman to resolve this issue. I also ask the lady to send me an email for the ceo of mondo so that I can lay a complaint but she refuse to give me the email address.