******** and bad attitude

I have requested a refund from The royal hotel but since I submitted all the documents, they are ignoring my emails, there is no update, I find it so very unprofessional. There is no update from them, I sent email to ask when can I expect my refund but my email kept ignored until today, I am the one who call them, they do not communicate. This is very bad service, I feel like they do not care about their customers. All I want is my refund or atleast update me what's happening and tell me when must expect my refund as I have submitted required documents last week.