Since July no Refund due received

Since July , I have still not been paid my refund due to me. I had a phone call booking and was told it will be escalated done within 21 working days, that passed then had a escalation with a 21 working resolution which passed. Had another phone call booking with another escalation within 21 working day escalation which passed. I eventually got a walk in , lodged a complaint , received a statement of account showing the refund due to me, still nonpayment. Case numbers ***