Outstanding refund

My experience was never good. App**** for a loan and an agreement was sent for me to read and sign, of which I did. I was advised of the insurance fee which was included in the agreement and I did not mind paying it, i paid. Problem started when the payment is supposed to be done ,I was then told to pay a transfer charge which is not on the agreement . Asked why do I have to pay a transfer fee and if it is really required why isn't on the agreement , I was ignored and after an hour I was asked if I need a loan or they should cancel the application .I opted the cancelation to be done. They send me a refund form, which I signed and returned same day. It says refund takes 7-10 business days. Now, when I am enquiring about the refund since their time frame was over a week ago,I am being ignored, they have blocked me.