Sage selling accounting software while their own accounts department lack s****s.....

Sage selling Accounting software while their own accounts departments is falling short? I have a refund on my account since 2019 due to a double payment. I was told that I could not offset the amount against a forthcoming invoice, they had to refund me. I was then asked to confirm my bank details with a bank confirmation letter, which I emailed. Then I was asked to deliver proof that I made a double payment which I emailed. Since then no refund. My emails send to the ladies in question Whitney and Betty is ignored solidly. They have in one emailed confirmed that the refund will be made by Monday the 10th of August 2020. No refund since then, no communication. I am truly disapointed in your Accounts department!