Urgent!!! Unacceptable

I have contacted Aars a couple of times last time. I can give exact times and dates. I was just advised that someone would call me back. My refund was suppose to be refunded on the 19th August but the reversed it due to verification which I was not advised on. I was asked to send documents for verification which I did and now they are telling me after they said would be sorted by weekend that I need to book a appointment for October and once my appointment date then I will only receive funds after 21days. This is unacceptable cause had I not called to find out what was happening I would've never known. If roles were turned and I owed them I would then need to pay and notices and correspondence would've been sent. This is unacceptable