No refund

Im so upset and frustrated with theses people in the fiance department that keeps shifting responsibility. We received a letter in October 2017 stating that there is a refund due to us completed the forms and was told the refund takes 21 day until today no feedback noone wants to take the call. We call and keep speaking to a Candice that says Ivor Brant is in charge of refunds but he is always busy or out . This is unacceptable why are you withholding a refund due to us . Its our own money gosh