Refund process and poor customer support

This is the worst service provide I have come across. Firstly they tell me that they could not process my refund due to card error and I give them my banking details and I still have not received anything. I call the call centre and all the agents working there have an attitude. I ask for a manager and they no manager is available. They lady even tells me that refund process takes a month which she thinks I am stupid. I asked them to get a manager to call me and no one cares to assist with a call back. I am really getting ****ed with this provide and I would like a contact number for the ombudsman. Also the is active orders that I wanted cancelled which they did nothing about. I hope my review is viewed and I get the help