I want my refund.

So I had a a contract with and I paid more unawarely,so I asked for a refund in October 2019 and they told they asked me to go to one of their branches to ask for a proof of payment of January 2019 and I was told that they won't be able to assist me because it's a more than six months thing,when I call the contract department they tell me that they can't help me without me.I just need my refund please.