Really? Ignore tactics??

I sent a holiday request via their web portal in March - shortly after Lockdown was announced. Nothing happened and debit order was still deducted. Similar request sent later - this time cc'ed myself on request. This time I was contacted and everything put in place, but debit order was deducted. This means that they have money of mine that I did not want deducted.

A subsequent back and forth, using both email and telephony gave me a complete run around. Then they say they will refund, then they have some rather interesting reason why they cannot, then this then that.

It has eventually come to the point that they now ignore my correspondence completely. I do not think it is that complex a query. Now you might get an acknowledgement reply email stating that they will get back to you in 15 days (that's if you are lucky, because after 15 days, they now need to gather more information.

We are currently in October. I have not heard from these people since July. Even went as far as attempting to contact one of their senior officer (by this I mean CFO/CEO). Still no response. It is impossible to make telephonic contact these days, you are kept on hold forever and a day.

Question is: Really??? Hopefully someone MIGHT react to this post. All I want is my money back - all of it - the entire investment. Transparency is something that I really treasure, especially when it comes to an "established and trusted" entity.

I have made arrangements with another provider and would really just love to transfer my business there!