Unprofessional service

I purchased time share some ten years ago. Contractually I am owed 40% of my purchase price upon expiry of my 10 year contract, which happened in April this year. After trying on numerous occasions to contact the relevant department with absolutely no response, my patience is wearing thin. Eventually I received a name and contact email of the the only person that actually deals with this refund and a couple of emails later, I'm still waiting for any kind of response whatsoever.