frustrating and dissatisfactory relationship

In 2018 I was under great financial strain, I resorted to NDC, with hopes they may alleviate some financial burden, from the beginning I had stated for certain payments to not be altered, the very first consultant I spoke to prepared my report and it was satisfactory and I was under the impression all debts should be paid up in a year, months later I discovery my finances were not what I had signed up for and this resulted in me paying my debt for longer, I was really disappointed, this has been the longest disappointing decision I have taken and regret every moment. I paid up my biggest credit and advised NDC, to my surprised they have taken me from pillar to post, I even sent them proof of payment, the consultant told me to exercise patience as this matter will be resolved and all necessary funds will be refunded, end of the month I am debited the amount which should have been altered I then contacted NDC, and the consultant once again conveyed a message of COVID and that I need to be patient, they were short-staffed. prior to me paying off this account NDC, was calling weekly, now that I want my refund, they no longer calling or emailing me, the consultant Adele is no longer available and constantly busy to talk to over the phone. To date, they have not returned my calls or emails. it has been a nightmare dealing with NDC, I just want my contract to end with them, it has been nothing but misery, they alter payments to their satisfaction to maintain their clients for a longer period. I had stated to the consultants that my work doesn't allow me to be on the phone, all form of communication can be done via emails, I had also given them an alternative number to be reached. all I kindly request is that can NDC kindly refund my money and we can go about to complete what's left of this partnership, its been long and tedious. I am now told to call and find out how far they are with my case, which I will do, because from the beginning I have adhered to their demands, made all my payments to NDC on time without any glitches, I just want a refund and to have an amicable relationship moving forward