Terrible service /Incompetency

Refund due claim submitted on the 02/11/2020 is almost 3 weeks waiting for my refund and was told that their SLA is 2- 3 weeks , with no communication no nothing when I call today 24/11/2020 to enquire was told that they don have my details , I am not going to wait for another 3 weeks again i want my money to be paid as in now ,i cannot accepted this incompetency