Frustrated and Disappointed!!!

I've been trying to resolve my account for months now but no one can help. The worst call centre ever as no one makes notes of what my queries have been and what I'm trying to resolve so I have to explain it 100 times. I'm owed a refund and no one is assisting!!!!!!!!!!!!! I've phoned a 100 times and still no resolution!!! They confirm i have a credit on my account but no assistance after that!!!I'm really fed up now how come no one can assist and follow through?????