Phathetic customer service for refund

I went to Rochester wonderpark on the 26th of Feb to do my refund but I was told that the lady who does that is not in I must just leave copy of id and bank statement,I did that and on the 28th i went back to check the progress i was told that I will get the message for cancellation i insisted to get the message they said I will get it,only to find that they haven't captured on the 28th,i told the guy who was assisting me to call the person who must do the refund,Suzan waa called then she captured that on the 28th.i asked them so if i never came you were not gonna capture,they said i must wait for 7 to 14 working days,i have been following during tha period i was told that its still in the pipeline,on the 12th march i called they told me it was declined due to surnames differ from on the system,I sent the documents same time.so if i dont follow up with them they don't comeback their service is phathetic,they don't follow up with customers,when they assist you they will be talking to each other without giving customer attention.