Complete Disgrace

I have been waiting for a refund since the middle of April 2022. I have been in contact with them telephonically and via email. I'm so frustrated as they keep giving me the answer that the payments have been done, however it has not coming through to my bank account. I submitted my New Zealand Visa application in March which was returned due to Border closures and I am waiting for the refund on it as well. It is so frustrating dealing with a company that has no idea what customer service entails.