Worst terrible service experience for a return.

I am struggling with a return it is almost 2 months and they could not resolved my problem. I talks to several consultants and Everytime I must explain from scratch I did send all proof that the parcel was collected but still they did not refund my credit. Nightmare experience and slot of money that I spend on airtime on data to follow uo. I don't know if they do not know what customer service is I feel like my money and me as customer does not matter. Courier ls also confirms collection of parcel. A month ago two of the consultants Allistaire and Monica confirms tellephonically with me that the parcel was received at warehouse but still no refund after they create another 2 different return references for the same item.