Awaiting my refund

I somehow seem to receiving the worst experience with customer support department. They dont escalate anything. I just spoke to Brex now asking for my refund that was supposed to be paid 3 month ago and he just kept quiet and ignored me. I need my money back. THEY promise to follow up but nothing. I think its fair that they give me my funds back. the worst department is the Finance department. Support says they escalated my query, but nothing happens afterwards.