Refund nightmare

I’ve never dealt with such an *********** bank in my life. A mere refund from my homeloan account is a night mare. No one knows how to assist me, each and every person I talk to has a different statement to say. Collection department cannot help. Now I’m told by a “back office” that does not even acknowledge any emails sent to them. I followed the right procedure to get my money back but it’s a different story every time I call them. They don’t even call or communicate with clients. Worst bank ever to deal with. First time interacting with them, not my primary bank.