Re fund

I have online clothing shop, I usually recommend it to my clients. I loaded more credits for sending stuff to clients.

The problem started when they moved to the new app, I have money on the old app that needs to be refunded back to me , I was asked to send copy of my identity and bank confirmation letter. I emailed it to support more than 2 months. And was told that it take 15 days to get the refund until today . Each time when you ask them you get a new person I have repeat the same story to more than 20 agents still no response, they said they escalated my complaint for more than a month now.

Is Pudo ****ming people’s monies. I ask them for complaint ref number because this is ridiculous. I want to take them to Ombudsman they have no right to take our money just like that