Disgusting service! Failure to process refund!

Horrible experience with Sterns! Did a cancellation on a laybye on the 28th of March, funds were supposed to reflect after 7 days - after calling to query, they tell me the payment is done, it's just a matter of reflecting in my account. That was a week ago - only to discover that the payment was not done - I requested the remittance advice and I was told that someone from their field team will call me. As I write this review for this horrible establishment, I still do not have proof of payment nor have they given me a contact number - which I requested several times. I am expected to blindly trust an email from one of their representatives saying that the refund was processed - which is utter nonsense because if it was - where is the proof? why did they lie to me initially? This is the absolute worst service - I am being made to chase them and beg for my own money!!!!!!!!!