Refund

I can't believe the service! I've been waiting for a refund for nearly a year now. They keep saying it's been escalated, but no follow up. I'm always the one chasing for a follow up. If it was the other way around, you wanting me to pay. My service would either be down or you would be sending me threatening emails or calls chasing up your money. So what's the deal on getting my money back when you can't even provide me a service.