Terrible refund experience

I lost the card that my payment was made with I informed Rentoza that this is the case I requested that the refund be made to my account. Rentoza said that it was not possible. Been waiting for my refund for a month. 5 people told me that my refund is processed. After numerous follow ups. They investigated which took 3 days to figure put 1 payment did not go through (I had to follow up). Rentoza has now requested banking details (which was not an option before). It has now been another 3 days with numerous follow ups to find out when I'm getting my money back.