Quick to take money but not pay it back

I am trying to get hold of the accounts department to get my refund that Emirates has submitted but Noone want to help me get in touch with them. When I contact the travel agent that I felt with She keeps saying she will check with the accounts department and get back to me.... Trying to get this refund is like pulling teeth, why should I use Pentravel again in May to book my flight if Noone can even help me with this?? If the travel agent didn't book us in these seats as she should have known not too this refund wouldn't be necessary.