Poor service with unprofessionalism and incomplete

Good day

I Would like to lay a formal complaint against Simon Sephula and the treatment I have received from him moreover I request that his Manager or Management listen to the call I received from him. He was very unprofessional and showed a dont care attitude when I try to tell him that he was rude towards me, He responded to say that he doesnt care it can get escalated to Management as if nothing would happen to him, his an untouchaboe he can speak and do as he likes to RCS and Vericred clients. I sent Simon documentation of my proof of payment on the 25th of November to process my refund however he did not send me the required refund application forms nor did anyone explain to me that I would have to complete refund forms, it was not also explained to the complaints department at RCS as well. It's past the 45 working days and now after completing the relevant documents I am being told that I need to wait another 45 days. Why must I wait another 45 days over someone else's incompetence? I have been following up with Simon however he has not been getting back to me. Time and time again I have had to push for a response from Simon.