Poor Service and rude towards customers

I am writing to complain about the poor service that I received from Moonstone since last week. I booked to write an exam and my booking was cancelled for unknown reasons. I then called and sent emails requesting a refund from Moonstone. I was asked to write a formal email to say I need a refund, which I did. After that I was told to email the proof of payment so that I can be refunded. I did all that. The lady at the reception promised to tell me that they process payments on Friday, then I should expect my money back into my account after two working days. I have not received my money and I called today and she told me she will process the money on Friday.

I feel like she is now taking advantage of me because I'm young and she was so aggresive towards me I have already waited last week and now I am told that the payment will be processed on Friday and she was very rude to me and shouted at me that i'm wasting her time she is busy and never even apologised. When I tried to explain to her that last week she told me Friday and now again she's postponing she said I should not raise my voice on her. She is following procedures. I never raised my voice and I am not even a loud person. She continued by saying if I like I should go and report the company to Ombudsman she doesn't care,she does not give a damn and dropped the phone.

I don't know whether this is the way Moonstone conducts their business or is it because I'm 21 and my voice cannot be heard. I feel oppressed and undermined by this lady and I desperately need this money.Kindly help me to get my money back