Poor customer service and lack of urgency

My car went it for repairs after an accident. I was asked to pay 70% of the access amount upfront towards the Renew-it before any work can be done. I made the payment and waited for an update. I had to always call to get an update, and the person that was allocated to my case was never available. When I eventually get hold of them, they give me outdated information. I feel that there is no sense of urgency from the staff. I was told by my insurance that my car will be written off. I requested for my refund and was told it takes about 7 working days. It's been over 7 days and I still don't have my refund. I called to find out what's happening and was told they will come back to me once they hear from the head office. There is lack of care and no communication from the staff. I must say, the service has been poor from the beginning. I'm still waiting for my refund