Constant Struggles to get Refund payment

Might I understand why it must take 2 months for a refund to be processed? And why is it that every single time I call through the call center the finance department is never available to speak with me directly and give me answers? On all 10 occasions that I have called, I have been promised to be given feedback within 24 hours but of cause, there has been no truth to that. Funny how everyone else is so quick to call me back when I enquire about a different package and when I want to update my banking details but no one is ever available to speak about paying me back my money. This is truly disappointing