Ridiculous service

I saw that there was a credit on the account, I contacted them a month ago to confirm this. They said that there is a credit and in order for the money to be paid back I needs to send them documents. This was done, I have been following up and every time they say the refund has been approved and the refund was submitted. on Friday when I followed up again! I was informed that finance has not yet approved the refund. So my question is does any one know what is going on in this company. I also requested for a manager to contact me and guess what still no call. I understand that you have skeleton staff due to the lock down but can something so stupid really take a month to sort out. I am expecting a call back before end of business today.