Poor service

I had an option for a refund from Travelstart as this was offered by the airline. I took the option, had to pay a admin amount for the refund. I did this. I requested email confirmation that the payment was received and what my refund amount will be as I only got it over the phone, they said they will send it. So I followed up every day for 5 days, each day having to tell my entire story to a new consultant or two on the "Chat". Then the interconnection drops and the chat is gone, have to tell the story again as they obviously have no record what someone just consulted me on. So it is day 5 now, told my story to the 3rd person for the day, the person sent me the same standard response "I will follow up with the refund department and they will mail you" The only difference is that all previous correspondence was that the refund takes 6 to 8 weeks, but she now said it will take 6 to 12 weeks. When I told this person that I have heard this every day for a week and I just want the email, she ended my chat. I understand that it is difficult times with people working from home etc. but the customer service is poor! After all this effort and frustration and time spent I still don't have the email. It is not like I want the money immediately, but I need the Email for my travel insurance. How hard can this be?